Beyond Satisfaction

<p><strong> Customers don't remember what you promised. They remember how you made them feel when it mattered most.</strong></p><p><strong>In today's business world surveys are everywhere but customer trust remains fragile. Metrics flood dashboards yet teams still ask What do we do with this? Beyond Satisfaction by Dr. Saifuddin Kapasi is a practical guide for leaders ready to move beyond chasing scores to building lasting trust. With over 30 years of experience Dr. Kapasi shows how customer experience must become a culture not just a function. This book offers proven frameworks a fresh perspective on NPS and strategies to align roles structures and rewards with customer-centric values. It's not about service-it's about leading with trust at the heart of everything.</strong></p>