Quote by W. Edwards Deming

It will not suffice to have customers that are merely satisfied. An unhappy customer will switch. Unfortunately, a satisfied customer may also switch, on the theory that he could not lose much, and might gain.

Comment

page 141

Related: Creating a Deep Commitment to Delighting Customers - Customer Delight - Satisfied customers leave you very little leeway for error

Source

Book: Out of the Crisis

Categories: business, change, customer focus, management, psychology, success