About

Welcome to “Xtreme Customer Satisfaction”
This Blog is dedicated to Customer Centricity and the benefits it brings businesses, people and society in general.

I have had great interest in customer issues for many years, and have managed service companies, as well as customer touchpoints such as mega corporate sites and customer contact centers in the USA and abroad.

Over the years I’ve come to partially understand some of the variables that make this intriguing discipline tick.

Because I think Customer Satisfaction is not only good for business, but also good for society, I am dedicated to sharing thoughts and ideas on the topic.

My basic Philosophy is simple:

Loyalty comes from the creation of an emotional bond between the customer and the brand.

This bond occurs when the customer’s experience exceeds the expectations.

Therefore loyalty is simple. Give customers more than they expect and they will have a higher propensity to repurchase.

This concept is easily understood, maybe even, common sense.

The hard part can be managing the customer experience consistently throughout the “customer path”, to create loyalty at each stage of ownership, thereby reaping the benefits of customer centricity.

Does the ROI pay off? Oh Yeah!  Especially as markets commoditize.

Let’s share.