Link Satisfaction To Market Share and Profitability

Abstract:Organizations seeking to link customer satisfaction data to profitability can choose from a variety of business outcome measures. However, the level of customer interaction varies among industries, making it difficult to link customer satisfaction to business outcome variables. Objective measures of financial performance are discussed that avoid self-reported measures that unreliably reflect business outcomes. The focus includes variables believed to be the result of internal and external satisfaction, such as profitability and market …

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