In its simplest sense, customer satisfaction refers to a customer being satisfied for the service or goods s/he opts for. To do so, the service provider should meet the user’s expectations. Unless a service taker feels something is amiss, customer satisfaction seldom takes place. Eventually, enterprises are profit driven ventures. Hence, an unsatisfied customer significantly affects an enterprise’s financial inflow. As a result, in modern business era, which is fueled with neck-to-neck competition between organizations on diverse platforms, customer satisfaction is the key mantra.
In their joint article, “The three Cs of customer satisfaction: Consistency, consistency, consistency” authors Alfonso Pulido, Dorian Stone and John Strevel argue that sustaining an audience is hard. As a result, the writers express that to sustain an audience an enterprise requires a “consistency of thought, of purpose, and action over a long period of time.”