Measure “life share” instead of customer satisfaction
Many leaders fall into the trap of thinking a “satisfied” customer is a loyal one. But behavioral science tells a different story: Mere satisfaction is a low bar that rarely prevents churn. If a competitor offers a lower price or a shinier feature, a satisfied customer will still walk.
<p>Many leaders fall into the trap of thinking a “satisfied” customer is a loyal one. But behavioral science tells a different story: Mere satisfaction is a low bar that rarely prevents churn. If a competitor offers a lower price or a shinier feature, a satisfied customer will still walk.
</p>