"Without application, the benefits of knowledge cannot be fully achieved." - Roger J. Best
1.1 Customer Satisfaction and Profitability (Figure 1-6)
How would average customer sales and average customer profit change for a business with 10 percent Very Satisfied customers, 35 percent Satisfied customers, and 55 percent Somewhat Satisfied customers?
How would the average customer sales and average customer profit change if this business was able to shift customer satisfaction to 35 percent Very Satisfied, 35 percent Satisfied, and 30 percent Somewhat Satisfied?