When Aly Pinder Jr. came across an article that explored how a luxury auto manufacturer looked to achieve 100 percent customer satisfaction, he thought that it seemed like a goal on a billboard or a goal found on a motivational poster in a contact center. But this manufacturer truly believed that it can and should have this as its target. Pinder writes that he doesn't think 100 percent customer satisfaction should be the goal for a manufacturer looking to scale and grow its business.
Imported from the CTE archive to seed discussion on MFGAxis.
Originally published on CTE: 2018-06-13
CTE source: https://ctemag.com/news/100-percent-customer-satisfaction-worthwhile-manufacturer/
Legacy path: /100-percent-customer-satisfaction-worthwhile-manufacturer