When a company meets some or all of our expectations we usually say we are "satisfied." When a company goes a few steps farther and exceeds our expectations by creating more value than we expected, we might then be "very satisfied" or even, "delighted." Research shows that it is only the customers in the group above the "satisfied" category that remain loyal over time....
Big ‘I” members must be logged in to view all the content on this page.
