How to Keep Your Customers Satisfied

Ccompanies--and by extension CIOs--often talk to the wrong people in the customer organization and measure the wrong things. If you are not careful, customer satisfaction measurement could be doing your IT organization more harm than good. Tips for getting customer satisfaction measurement right include: 1. Measure success, not satisfaction. 2. Do not let averages lie. 3. Loyalty is not satisfaction. 4. Replace ritual with reality.