Originally Posted by Cassidy Drake
This was mentioned at the end of a class of mine today, yet I cannot find it in my texts, could someone just let me know the basic breakdown of this? Thanks
What you shoudl have learned is the essential formula of business.
Satisfaction equals Performance minus expectations. Keep performance steady while steadily lowering expectations and the consumer will be satisfied. The old microsoft adage,
If the sun is blotted out, declare darkness the "industry standard"