The document discusses the importance of customer satisfaction for long-term profitability. It notes that satisfied customers who feel they have received value will remain loyal. Studies show a direct correlation between customer satisfaction and profits. The best companies make customer satisfaction their top priority and find a balance between satisfaction and profits. They understand what customers want through minimal wasted effort and create lower costs.

1. Exceeding Customer’s Expectations with a Profit

2. Customer satisfaction is key to long term profitability & keeping the customer happy is everybody’s business.

12. They’re Interrelated Be obsessive about knowing customers Create & manage expectations Set Impossible standards Make satisfaction everyone’s business Put your money where your mouth is Design products to maximize satisfaction