Sublime
An inspiration engine for ideas
To be precise, according to our research, any customer service interaction is four times more likely to drive disloyalty than to drive loyalty (see figure 1.5).
Matthew Dixon, Nick Toman, Rick DeLisi • The Effortless Experience
“If an individual has ego needs that are too high,” notes Peter Friedes, Hewitt’s managing partner, “they can be a very disruptive influence.
David H. Maister • Managing The Professional Service Firm
Hillstrom's Loyalty: Measuring Why It Is So Hard To Grow a Business via Loyal Customers
amazon.com
This increase in revenue comes at the cost of long-term customer satisfaction, but nobody knows how to really measure that, so investors don’t care.
Daniel Gross • 2020 Startup Themes
Companies Reward Acquisition over Retention
Joey Coleman • Never Lose a Customer Again
new clients are worth more to the firm than the value of the initial engagement, because they offer the potential for additional future revenues.
David H. Maister • Managing The Professional Service Firm
“The First Law of Service,” expressed as a formula: SATISFACTION equals PERCEPTION minus EXPECTATION