The answer can usually be found in how a company treats and manages its customers. We've found that the economics of customer turnover often define a company's profitability and growth.
Some companies champion the customer and use satisfied customers to their advantage.
Others continue to make their products and services the center of their business, effectively placing a ceiling on their success potential. A well rounded set of customer satisfaction metrics can spell the difference between financial success and failure. The most effective Internet customer satisfaction programs are a comprehensive summary of hard and soft measures. This month, we'll focus on hard measures. Hard measures look backward in time to evaluate an activity that has already taken place.