Treat the pursuit of customer satisfaction as you do any other profit-driven investment—that is, assess it in terms of its NPV and/or ROA.
Charles W. Fojtik, DBA
Mike Roberts, President of McDonald’s USA – West Division, discusses how to generate customer-driven ideas.
Forward-looking companies are finding value in directly measuring and tracking customer satisfaction (CS) as an important strategic success indicator.
A case study involving a private country club charged with increasing memberships to cover the cost of opening a second 18-hole golf course.