Principle 5 . A customer ready to repeat his purchase is a powerful business advantage. The quality of the relationship with your customers determines continuity more than the price of your products. Principle 6 . Customer satisfaction is worthless.
Satisfaction is no longer the acceptable standard of customer service.
The standard and measure of success for the next millennium is loyal customers. Just because they're satisfied doesn't mean they're loyal. Less than you think. Principle 7 . Word of mouth advertising is 50 times more powerful than advertising.