It is often said that small actions lead to big results – some good and some bad, but the absence of action could create irreparable damage beyond your imagination. So when it comes to taking care of loyal ,profitable customers, why do so many companies pay lip service to the notion that the customer comes first? Is customer service your most powerful retention tool or your competitors’ most powerful acquisition tool? Let me share with you a real-world example of what I’m referring to: [Read more...]
Customer Service – Your most powerful retention tool or your competitors most powerful acquisition tool?
In the past, building a business based on the effectiveness and volume of the production line meant the emphasis was placed on production over human resources; but with the rise of the Internet and unprecedented social media engagement, we have officially entered the era of the service-driven business. Today’s companies have shifted their focus to the customer experience and customer relationships. In many cases, such as with fast food chains, companies organized around the mass-production model of business find they must make significant changes to win back customers lost due to unsatisfactory experiences. [Read more...]