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Regular, quantitative measurement of customer satisfaction provides a better lead indicator of future organizational health than profitability or market share change.
Drawn from what Tom Peters said
What Tom Peters actually said
- Tom Peters Management writer; co-author of In Search of Excellence…
In the customer arena, we believe that regular, quantitative measurement of customer satisfaction provides a much better lead indicator of future organizational health than does profitability or market share change.
Where this was said
↗What Gets Measured Gets Donetompeters.com
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