I had the opportunity to view a very interesting statistic this morning with regard to customer satisfaction:

  • 83% of the teams with customer satisfaction over the worldwide average were forecasting to make or beat budget.
  • 72% of the teams with lower than average customer satisfaction were forecasting to miss budget.

I have never seen it laid out so clearly. As Tom Peters stated in his manefesto ‘IT’S RELATIONSHIPS, STUPID—DEEP AND FROM MULTIPLE FUNCTIONS’


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