How important is the customer's voice?

It's not easy for companies to keep customers satisfied — and, as new research suggests, it may not always even be worth it. Our new spring issue of MIT Sloan Management Review offers a variety of thought-provoking perspectives on customer satisfaction, asking: How important is the customer's voice? NEW PERSPECTIVES ON CUSTOMER SATISFACTION What Unhappy Customers Want Companies have tried for decades to improve customer complaint resolution — without notable success. The authors offer a new approach. The High Price of Customer Satisfaction Managers often assume that improving customer satisfaction and financial performance go hand in hand. The reality, however, is much more complex. Reading Global Clients' Signals By taking a big data approach to analyzing collaborations with large clients, highly distributed global companies can gain valuable and timely insights into client satisfaction.   Get a free collection on how CIOs and CTOs can prepare for the next digital revolution. Includes three digital strategy articles by five of this year's MIT CIO Symposium speakers. Download the articles (free with registration) >>     ALSO IN THE SPRING ISSUE The Surprising Benefits of Nonconformity New research finds that under certain circumstances, people wearing unconventional attire are perceived as having higher status and greater competence. The Pitfalls of Project Status Reporting Will your next big IT project be on time and deliver what was promised? Maybe — but maybe not. Accepting five inconvenient truths about project status reporting can greatly reduce the chance of being blindsided by unpleasant surprises.