Interesting post on Bruce Temkin's blog about the latest ACSI results. The message he picks out is the importance of retention in a recession economy. And what drives retention? The customer experience, of course.
Colin Shaw of Beyond Philosophy comments that "retention" is a more effective word for selling the importance of customers than "customer experience". I suspect he's right, and the reason is very simple. The "customer experience", however valid a concept, is merely the latest in a string of buzzwords that have been used to talk about customer attitudes.
Retention is one of the key resulting behaviours, which are not subject to the same changing fashions, and have a much more obvious link to business performance.