Tag Archives: CSM

The Commoditization of Satisfaction – Part 1

Posted on 17. Jun, 2012 by .


I’m pleased that I and my consulting firm, Marketing Metrics participated in the very early development of customer satisfaction measurement.  I’m also pleased that my three books on the topic (Aftermarketing -1992 & 1995, Improving Your Measurement of Customer Satisfaction – 2001, and Customer Satisfaction Measurement Simplified – 2002) stayed relevant and in print for [...]

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