June 21, 2016

In research conducted by HR Chally, 80% of customers who defected from their current supplier described themselves as satisfied or very satisfied!!!  How could that be?   So much for measuring customer satisfaction….

No customer/supplier relationship is static.  Things change.  People change on their side.  People change on your side. Economic conditions change. Technology changes.  Customer priorities change.  Your company’s priorities change.  It is your ability as a company to step u...

December 21, 2015

We have all read novels written from two different points of view; the narratives where one chapter is from one person’s perspective on a situation and the next chapter is from the other person’s viewpoint.  It’s amazing how the same scenario can be perceived so differently depending on the amount of available facts, the level of emotion or importance, and the operating reality of the individual.


As a COO, I experienced this with a few of our top revenue vendors.  They were shocked when we let t...

October 6, 2015

In a competitive environment, where there are daily challenges to compete for customers, customer satisfaction is oftentimes seen as a key performance indicator.  As a result, companies and marketing organizations frequently conduct Customer Satisfaction Surveys to gain data on relationships to determine their customers’ purchase decisions.  Unfortunately, the results gathered from these surveys are, in reality, NOT a clear indicator of customer relationships or customer intentions.


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