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Episode 1758:
J.L. Collins explores a crucial blind spot in business communication: the subtle danger behind a customer's claim of satisfaction. By unpacking why "I'm satisfied" can mask deeper disinterest or dissatisfaction, he highlights how businesses can misinterpret complacency as loyalty - and miss vital opportunities for genuine connection and improvement.
Read along with the original article(s) here: https://jlcollinsnh.com/2011/06/17/the-most-dangerous-words-your-customer-can-say/
Quotes to ponder:
"I’m satisfied. Those are the most dangerous words your customer can say."
"An 'unsatisfied' customer may simply be telling you they no longer care enough to complain."
"Your competitors are still out there and they are still selling and they are still trying to steal your customer away."
Episode references:
The Dip by Seth Godin: https://www.amazon.com/Dip-Little-Book-Teaches-Stick/dp/1591841666
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