The document discusses the importance of customer satisfaction for a company's growth and success. It outlines a threefold mantra for customer satisfaction: customer feedback, own assessment, and continual improvement. Customer feedback involves customer surveys to measure satisfaction and identify areas for improvement. Own assessment refers to a company measuring its own performance against customer expectations. Continual improvement uses feedback and assessments to identify and implement improvements to better meet and exceed customer expectations.

3. How would you like to see your customer? Mr. Happy Mr. Sad

4. Mr. Sad Mr. Happy X X

5. Mr. Sad Mr. Happy Y X Y X

6. Customer Satisfaction leads to Company’s Growth Customer Dis-Satisfaction leads to Company’s Demise Mr. Sad Mr. Happy Y X Y X

7. Threefold Mantra to Customer Satisfaction Customer Feedback Own Assessment Continual Improvement

12. Thank You