Assim, talvez ter inimigos entre os clientes ou ex-clientes seja bom sinal (parte III)

Parte I e parte II.
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Quando escrevi o que escrevi na parte II, limitei-me a desenvolver um modelo mental que pode ser descrito por este esquema:

Ontem, fui levado a reler o artigo "The High Price of Customer Satisfaction", citado em "Cuidado com os pré-cozinhados". É impressionante como retive e incorporei a mensagem do artigo no meu racional. Primeiro, recordemos uma citação de ontem:

"allowing a galaxy of small companies to compete with multinationals"

PME não procuram ser as líderes de quota de mercado, por isso, com um pouco de pensamento estratégico, podem facilmente competir com vantagem com os pesados dinossauros das multinacionais. Vejamos então, algumas citações do artigo relido:

"Managers often assume that improving customer satisfaction and financial performance go hand in hand. The reality, however, is much more complex.
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Customer satisfaction has become the most widely used metric in companies’ efforts to measure and manage customer loyalty. The assumption is simple and intuitive: Highly satisfied customers are good for business.
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However, the reality has not proven nearly so simple. In fact, we have found that if you look across industries at the correlation between companies’ customer-satisfaction levels for a given year and the corresponding stock performance of these companies for that same year, on average, satisfaction explains only 1% of the variation in a company’s market return."

Quando leio estes artigos americanos aprendi a usar uma dupla precaução, estes consultores e professores tratam com que tipo de empresas? Quase sempre com empresas grandes e muito grandes. Continuemos:

"High customer-satisfaction ratings are typically treated by managers as being universally good for business. Our findings indicate, however, that the benefits are not nearly so clear-cut.
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For example, a large [Moi ici: Estava mesmo à espera disto. "Large" significa, perseguir quota de mercado] beverage distributor in the midwestern U.S. found that the return on its satisfaction efforts was negative.
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If we look at one key factor that drives customer satisfaction — low prices — it is easy to see why this is the case. [Moi ici: Empresas grandes, buscam a maior quota de mercado. Logo, recorrem ao "lowest common denominator", o preço, por exemplo, para seduzir os clientes]
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In general, satisfaction and price are almost always inversely related. As a result, lowering price tends to be one of the easiest ways to improve satisfaction levels. [Moi ici: Apetece escrever "OMG" que racional mais básico... pois, racional de dinossauro. Como é que escrevia o @pmarca no Twitter há dias? "I like to say that if you are afraid of large corporations then you have never worked for one."]
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For example, the majority of customers of a large financial services company we examined were highly satisfied. The problem was that over two-thirds of these  highly satisfied customers were also unprofitable to the company. The customers’ high satisfaction was driven largely by the belief that they were getting exceptional deals — and they were.
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[Moi ici: E para terminar, esta desconcertante mensagem que se segue] What is clear from our research is that there is not one right way to improve satisfaction. Different approaches are required depending upon the profiles of the company’s customers and the nature of the competitive environment. Moreover, it may even  be necessary to accept lower average satisfaction levels in the pursuit of greater market share by appealing to a larger, less homogeneous customer base." [Moi ici: Empresas grandes vivem de market share, têm de trabalhar para uma base de clientes menos homogénea e usar o preço como forma de aliciamento... idealmente querem tratar os clientes como plankton. As PME não precisam de enveredar por esta via, podem fugir da quota de mercado e apostar em segmentos muito mais exigentes, muito mais homogéneos e que valorizam outras coisas que não o preço.]