Why IT managers shouldn't chase customer satisfaction

IT departments spend a lot of time trying to satisfy their customers instead of delivering an experience and it’s an approach that usually leaves neither happy.

Most IT departments I encounter say "customer satisfaction" is among their key goals. Unfortunately, this idea seems to lead too often to poor results. While the sentiments are laudable, the law of unintended consequences seems to interfere. Goals are tricky things. Well-intentioned yet poorly selected goals frequently lead organisations to do exactly the wrong things.

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