CUSTOMER SATISFACTION The Loyalty Elephant

Here is an old parable about a group of blindmen describing an Elephant . Lacking vision,they must use their sense of touch to under-stand what an Elephant looks like. One blind man touches a leg, and after carefulthought, says an Elephant is like a tree round,straight and tall. Another blind man feels the ele-phant s trunk and exclaims an Elephant is like a bigsnake. A third blind man feels the Elephant s tail andsays the Elephant is like a broom. All the blind menare technically correct in what they are describing, butall are missing the big articles about the differences between cus-tomer SATISFACTION , CUSTOMER value and CUSTOMER loy-alty are reminiscent of this parable.

here is an old parable about a group of blind men describing an elephant. Lacking vision, they must use their sense of touch to under-stand what an elephant looks like.

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  Loyalty, Elephant, The loyalty elephant

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