Most business owners and executives would concur that customer satisfaction is key to long-term business success. And yet, it doesn’t take much these days to lose a customer.  Even if customers are satisfied, they may switch companies.   After all, Business Week has reported that 60% and 80% of defecting customers describe themselves as “satisfied” or “very satisfied” just before they leave.  Especially in today’s challenging economic environment, customer satisfaction is not enough.

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