Articles
Media »
Videos
Podcasts
White Papers
Interviews
Columns
Blogs
Books
Webinars
Conferences
The Dissatisfaction with Satisfaction – Show Me the Money!
Monday, March 23rd, 2009Traditional marketing, and for that matter, many Six Sigma practitioners, are captive to the “contented customer theory” which postulates that a satisfied customer is a profitable customer. Let’s look at this issue more closely. When customer satisfaction is the objective of either marketing efforts or Six Sigma deployments, it is elevated ...
