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Greg Daines rocks our world. Customer satisfaction has NO correlation to customer retention. WHAT?! Greg shares the research that he has done to highlight this fact. This changes so many things that we have thought about. Here are some of the questions we got wrong in this episode:

• Are people challenging your sales pitch engaged and likely to buy?
• Are people who are slightly frustrated with your product good for referrals?
• What is the number one driver for customer retention?
• Do NPS numbers accurately reflect your business?

Part 2 will air next week but this will give a lot of information to think about for the next 7 days. Find out more about Greg at Total Customer Strategy.

Tell us how you feel about the importance of customer satisfaction in your business:
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