Why should your company bother about customer satisfaction? Why is it important to know whether your customers are really satisfied? After all in a market still largely influenced by an autoreferencing attitude towards quality (“we give you the best quality!”), caring about customer satisfaction could even be classified as “not a priority”. Sadly!

The global diffusion of internet, social media, mobile devices has shifted the balance of power from the producer to the consumer. That’s why is such context the ability to fully satisfy customers has become one of the most powerful strategic leverage for companies.

This can be achieved through the implementation of a customer focused strategy which allows to understand and to measure what customers want, what their needs and expectations are so as to offer them 1) the best customer experience 2) repeatedly (see the culture of continuous improvement).

To understand the strategic importance of “customer experience” we just need to look at what the best companies in the world are doing. ForeSee’s E-Retail Satisfaction Index in 2012 rated Amazon the best Customer Service company for eight consecutives years (Customer Satisfaction Is King). Amazon placed the customer experience at the very heart of every decision and every activity and as a result every year they record increased revenues, loyalty and recommendations.

This is why it’s good to bother about customer satisfaction.