"What doesn’t get measured doesn’t get managed. But as our research shows, high customer satisfaction can mask low customer engagement. Strategies that boost emotional connection deliver new opportunities for growth and competitive advantage."E low customer satisfaction pode andar de braço dado com fidelização, porque as outras alternativas ainda são piores em algum resultado que o cliente valoriza.
Trecho retirado de "What Separates the Best Customers from the Merely Satisfied"