Customer Satisfaction–It’s so… 1995!

Customer Satisfaction–It’s so… 1995!

Is Customer Satisfaction really the gold standard for measuring success? Both data and intuition suggest that Engagement trumps Satisfaction when it comes to customer loyalty and repurchase. “In the late ‘90s and early ‘00s, researchers discovered that extremely satisfied customers were only slightly more likely to stay with a firm than moderately satisfied customers. In a 1995 Harvard Business