对许多管理人员来说,他们的最终愿望就是使顾客获得满意感。但是美国维特科化学品公司总裁威廉姆·泰勒认为,使消费者感到满意只是企业经营目标的第一步。“我们的兴趣不仅仅在于让顾客获得满意感,我们要挖掘那些顾客认为能增进我们之间关系的有价值的东西。”泰勒还认为:在激烈的市场竞争中,向顾客展示产品的实用价值的“爱”更重要。然而许多公司花费数百万美元去评估顾客的满意感,但这些活动并不能给企业带来任何好处。 For many managers, their ultimate desire is to make customers feel satisfied. But William Taylor, president of Witco Chemicals in the United States, believes that satisfying consumers is only the first step in business goals. “Our interest is not just to make customers feel satisfied. We need to tap into the valuable things that customers think can enhance our relationship.” Taylor also believes that in the fierce market competition, products are shown to customers. Practical value of “love” is more important. However, many companies spend millions of dollars to assess customer satisfaction, but these activities do not bring any benefit to the company.