Is CSAT Dead? No. Should It Be? Yes, ASAP. Replacement, IMHO: Emotionally-Driven Value (EDV), PDQ
Beyond Philosophy
NOVEMBER 8, 2017
It’s a result or an outcome, rather than an emotional driver. Their conclusion: “On a lifetime value basis, emotionally connected customers are more than twice as valuable as highly satisfied customers.”. Back even further, to the era of Total Quality Management. In his classic 1982 TQM book, Out of the Crisis, W.
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