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Archive for September 4th, 2008

Why Customer Satisfaction Surveys Can’t Help You Understand Your Customers

I am amazed at how often I run into companies that don’t understand their customers. In my previous post, I discussed the issue of a Fortune 20 company that completely missed the mark in their marketing & sales, and was paying the price in terms of severe downward price pressure, hugely dissatisfied customers, and appalling […]