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According to Edward Rust Jr., his goal while growing up was not one day to work for State Farm. In addition, they discuss why increasing market share actually might lead to lower customer satisfaction and provide preliminary empirical support for this hypothesis. Rust Sr., joined State Farm in 1941, succeeded him as CEO in 1967, and was named chairman in 1983. The authors demonstrate the economic benefits of increasing customer satisfaction using both an empirical forecast and a new analytical model. The findings support a positive impact of quality on customer satisfaction, and, in turn, profitability. Reed Hastings, cofounder and CEO of Netflix, revolutionized how the world is entertained. They discuss how expectations, quality, and price should affect customer satisfaction and why customer satisfaction, in turn, should affect profitability this results in a set of hypotheses that are tested using a national customer satisfaction index and traditional accounting measures of economic returns, such as return on investment. in the 2021 Chambers High Net Worth for Private Wealth Law directory. The authors investigate the nature and strength of this link. Moore & Van Allen (MVA) Financial Services Counsel Ed Ivey has been quoted in the. Are there economic benefits to improving customer satisfaction? Many firms that are frustrated in their efforts to improve quality and customer satisfaction are beginning to question the link between customer satisfaction and economic returns.