Good profits vs. bad profits

books:

	• The Ultimate Question: Driving Good Profits and True Growth Fred Reichheld Harvard Business School Press, 2006 - 210 pages average customer review:based on 66 reviews view larger image
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highly recommended

Good profits vs. bad profits

Is there such a thing as "bad profit"? WHat if a customer is unhappy after being lured into buying something that doesn't live up to its expectations, due to hype and lots of advance reviews? Or is it better to make a little less profit in the short run, taking the time to make sure that customers are satisfied and will become repeat customers?
While some people may think that customer satisfaction shouldn't be as important as profits, I'd argue differently - as does this author.

And what's wrong with measuring customer satisfaction by asking, "Would you recommend this business to a friend?" If you would NOT, isn't that a pretty good indicator that something went wrong, that there was glitch along the line that led to customer frustration or unhappieness? And who wants that?

The premise is intriguing and worth thinking about. The book is worth reading. It could have don with a few more examples but it is still a good start on an interesting perspective.

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reviews: 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, page 14

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