“There are No Steps Leading to Customer Satisfaction” – First, Break All The Rules

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.

(Full Story: http://ncox.free-forums.biz/t30-first-break-all-the-rules-marcus-buckingham-curt-coffman-part-iv )

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