All in one: Owning the experience is key to Apple’s customer satisfaction | Macworld.
My fellow podcast host, John Moltz has a great piece up on Macworld.com:
If you regularly listen to Apple’s quarterly conference call, Tim Cook’s repeated use of the term “customer sat” for “customer satisfaction” is probably a well-worn square on your bingo card. Apple’s customer satisfaction numbers are the envy of the technology world—and probably several other worlds—and Cook is rightly proud of that fact. Turns out owning your customer experience pays off.