Customer Awareness and Customer Care

A recent post by Bernadette Jiwa made me think about the difference between Customer Support, Customer Satisfaction and customer awareness/care. The post articulates the importance and difference between both categories, which I completely agree and wanted to bring in my perspectives on the same. Both customer satisfaction and customer support are targeted towards customers who are vocal about what they think and feel about the product or the company. A small subset of this are customer who are vocal because they care and want the business or the product to get better. All others in this set of customers are people […]

Customer Satisfaction Sucks !!!

Yes. That is right. CUSTOMER SATISFACTION SUCKS!!! In a networked world, customers today are spoilt by choice. Customer expectations are increasing every passing day.  What was exceptional yesterday is expected today and will become irrelevant the day-after.   World class customer experience is quickly becoming the price of entry. Also, Satisfied customers are so boring. &They do not demand more out of you (thereby not challenging you to continuously improve) &They instill a sense of complacency in your organization (which in today’s fast paced world can be very dangerous) &They do not go out of their way to promote your product/services […]