The right zone

Bob Davis The Quality Conversation bookAn excerpt from The Quality Conversation by Bob Davis

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The right zone

According to research, holding Quality Conversations has a powerful effect on your ability to achieve professional success. A study published several years ago in a Harvard Business Review article shows that for businesses to build loyalty and stability, their customers must not be just satisfied, but very satisfied at the conclusion of every customer service contact. The study found that:

                                • A customer who is merely satisfied resides in a “Zone of Indifference.” This means he or she has neither positive nor negative feelings toward the organization.
                                • By contrast, a very satisfied customer resides in a “Zone of Affection.” This means he or she remains loyal to the organization and promotes it to others enthusiastically.

The Quality Conversation takes customers from the Zone of Indifference into the Zone of Affection, with great benefits for the organization involved.

 


In what zone do your customers reside? Contact Bob Davis today for a free consultation.


 

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