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Dec 03, 2008			Contact: 415.339.0498

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Strategy Newsletter

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Customer Satisfaction Research

No. 5:
Market Research for New Products
No. 4:
Marketing Research for Strategy
No. 3:
Creating New Product Categories
No. 2:
Decision Making in Hard Times
No. 1:
Brands and Crafting Strategy

Customer Satisfaction Research

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Title:	Results Focused Customer Satisfaction Research -- Avoiding the 'So What' Trap!
Author:	Tom Brown
Summary:	Customer Satisfaction Research, to be as useful as possible, must address both the "What is...? " and "So what....?" questions, the former describing the static state of customer satisfaction, and the latter, pointing us in the dirction of what to do about it.