Rule of Thumb #4 “There are No Steps Leading to Customer Satisfaction” – Required steps only prevent dissatisfaction. They cannot drive customer satisfaction. Level 1 – At the lowest level, customers expect accuracy. Level 2 – Customers expect availability. Level 3 – Customers expect partnership. Level 4 – The most advanced level of customer satisfaction is advice.
“There are No Steps Leading to Customer Satisfaction” – First, Break All The Rules