Organizations tend to overestimate the loyalty they get from exceeding customer expectations and customer satisfaction says new research from CEB. So what does this mean to conferences? Satisfaction of a conference experience is not a predictor of loyalty to the conference or organization. “…We found no statistical relationship between how a customer rates a company on a satisfaction survey and their future customer loyalty,” says authors Matthew Dixon, Nick Toman and Rick DeLisi in The … [Read more...]
I Can’t Get No [Conference] Satisfaction
I can't get no conference satisfaction, I can't get no conference satisfaction, 'Cause I try and I try and I try and I try. I can't get no, I can't get no. When I'm sittin' in your session and a man comes on the stage he's tellin' me more and more about some useless information supposed to fire my imagination. I can't get no, oh no no no. Hey hey hey, that's what I say. I can't get no conference satisfaction, I can't get no conference satisfaction, 'Cause I pay and I pay and I pay and I pay. I … [Read more...]
Do You Want Satisfied Conference Attendees Or Loyal Attendees?
Do you want a satisfied spouse or a loyal spouse? Think about that. Which one is it? I don't know about you but I want a satisfied and loyal spouse! Now, do you want satisfied customers or loyal customers? Ok, committed relationships and marriages are not the best analogy for business relationships. Marriages are one-to-one relationships. Most business relationships are probably not one-to-one relationships. Yet some of the interactions needed to sustain relationships are the same. One thing … [Read more...]
