Show notes
Benchmarking satisfaction is often an expensive red herring. It can distract the organisation from focusing on what really matters to customers, and obscure the truth that being the best of a bad bunch means that you’re vulnerable to disruption and missing out on the benefits of having really satisfied customers.
Greg and Stephen talk about how to get the competitor information you need, the differences between B2B and B2C markets, and explain why the most important thing of all is making sure you attract the right kind of customers.