Futurechat

Many companies research Customer Satisfaction scores as their measure of success. This is based on a fundamental assumption that a new TV screen, a laptop or a new car is purchased by a consumer to give them ‘satisfaction’. The aggregated score of many customers yields the Customer Satisfaction Index or CSI. This for many years has been the holy grail of many companies.

I am amused to hear many managers and CEO’s talk about how CSI has increased and almost implying that customers actually wake up thinking about their products. My personal biases aside, I want you to think back when was the last time you seriously thought about your toothpaste, toothbrush, stapler, pencil, toilet roll or any of the thousands of things we take for granted today. …more

How are you feeling at this very moment? Happy, Sad, Stressed……Our emotions reflect who we are and our circumstances at that point in time. Can emotions actually be measured? Is the talk of a Happy Planet Index ridiculous?

This is what I think…

1. If GDP was the best measure of success then climate change would not have happened. Our measures would have shown that economic growth is impacting the world around us and will have a long term negative impact on the planet and therefore our very existence. …more