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Why Customer Satisfaction Scores Are Just Gold-Plated Bullsh*t
- Customer satisfaction scores like NPS and CSAT are likened to corporate opioids, allowing executives to sleep while their companies deteriorate.
- They create a false sense of security, masking underlying issues and leading to corporate complacency.
- These metrics fail to reflect true customer desires and instead measure how well mediocrity is accepted.
- Satisfaction is compared to Stockholm Syndrome, where customers settle for what they've grown accustomed to until a superior option emerges.
- NPS and CSAT are favored for their simplicity and comfort, providing executives with a false sense of accomplishment.
- Operational excellence is mistaken for innovation, hindering companies from true progress and adaptation.
- Customer satisfaction is valuable in industries focusing on basic service delivery but leads to stagnation in creative, innovative sectors.
- Innovation is about surpassing expectations, while satisfaction measures meeting existing ones.
- Companies often resist change due to a bias towards the status quo, preferring familiarity even if it hampers growth.
- Inaction driven by satisfaction scores can lead to the downfall of businesses, as exemplified by the decline of Blackberry and Nokia.
- Ultimately, relying on fixed satisfaction metrics hinders progress and blinds companies to necessary changes for survival and relevance.
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