Maximizing Customer Satisfaction: Lecture 1

What is customer satisfaction?

Customer satisfaction is about how happy a company's customers are with it's products and services.

There are many things that a company does that can factor into customer satisfaction metrics:

  • Pre-sales customer service
  • Quality of offered products and services
  • Post-sales customer service
  • Handling of customer issues and problems
  • Product research and development

Why should you care about customer satisfaction?

When customers are unhappy with a company, they don’t just sit and simmer over their keyboard. They post on Facebook. They complain on Twitter. They tell everybody who is willing to listen.

On the other hand, happier customers are more loyal and become advocates for the company. They ultimately help the company find even more customers.



Continue to Lecture 2 →