Conventional wisdom holds that there is a direct correlation between customer satisfaction and customer loyalty. As a result, the industrial world has made huge investments in business processes that focus on customer satisfaction and the ways in which to measure it. It is a perfectly reasonable concept, except for the fact that it isn't particularly true.
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"Creating value for customers is the foundation of every successful business system. Creating value for customers builds loyalty, and loyalty in turn builds growth, profit and more value."
- Fed Reichheld