Back To Basics: Understanding Customer Satisfaction
As a marketing and sales leader, I consider customer satisfaction a fundamental aspect and a key to running a long-term successful medical company. Customer satisfaction is not something new. The concept has been central in marketing since the '50s, with increasing interest and importance. Obviously, if customers are satisfied with the product, they will buy again, and they could show loyalty and spread the message. Otherwise, they will move to another supplier or may complain and express dissatisfaction with the company and others. Sam Walton's short story The former CEO and founder of Walmart shared this short, personal story which I think is very stimulating. "I'm the kind of person who goes to a restaurant, sits at the table, and patiently waits whilst the waiter does everything but takes my…