Customer satisfaction is dead: Why this concept is no longer relevant to modern management

Abstract

Customer satisfaction is dead. It is no longer important in business – not to the CEO, the management or the investors. And what’s more, customer satisfaction no longer holds any relevance for the customer! At least that’s the opinion of Williams and Visser (a professor in business and an entrepreneur respectively) who believe that the concept of customer service should no longer feature in your organizational strategy.

Citation

(2003), "Customer satisfaction is dead: Why this concept is no longer relevant to modern management", Strategic Direction, Vol. 19 No. 1, pp. 24-26. https://doi.org/10.1108/02580540310794200