What It Really Takes To Deliver Excellent Customer Satisfaction

No one argues that one of the primary drivers of business success is customer satisfaction. And most businesses recognize that achieving customer satisfaction requires a multi pronged strategy, going all the way from understanding the customer and their needs through delivering good products and services.

A recent article from Peppers & Rogers on checking customer vital signs revealed yet another key component to the customer satisfaction mix. The article’s premise is basic to every business- “customer satisfaction is directly related to the capabilities and competencies of the organization and its human resources”.

Many years ago, the late Dr. Max Garfinkle, an organizational psychologist addressed this same issue. In a White Paper, Dr. Garfinkle, a graduate of Columbia University detailed the capabilities and linkages of three essential elements that companies must master to meet a challenge ie. Building Customer Loyalty - those being the linkage of the strategy to the company practices and the ability to operationalize these capabilities down to the level of competency development of the people involved in their execution.

It takes organizational commitment, strategy and planning to implement customer satisfaction, something that unfortunately many companies don’t understand, and even if they do they don’t know how to go about it.