Issue 11 - November 2005
 Letter
from CEO Barbara L. Allan
“There is only one boss. The customer. And he can fire everybody
in the company from the chairman on down, simply by spending
his money somewhere else.” Sam Walton
When one unhappy customer tells others about his dissatisfaction, revenue
can fly out the door and into the pockets of your competition. Customers
- current and potential – can "disappear" without your
knowing why.
A well-structured customer satisfaction program is a good way to find
out if customers are satisfied enough to refer you to others. If they
are, you'll be in a much better position to remain or become more profitable.
By finding out what matters most to your customers, you can satisfy them
by giving them what they're looking for.
This issue of the SRA Connection focuses on customer satisfaction and
quality improvement programs. Read how a national distributor, a resort
and club, a financial institution, and a developer have used customer
satisfaction programs to improve their bottom line.
Best regards,
Barbara
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