Make or Break Moments

JANUARY 7, 2010

I have often theorized the importance of building relationships with customers and now a recent survey puts dollars to the sense of that theory. Further investigation from CustServ’s blog led me to the article from Genesys that shares the details of the customer service survey of 16 countries. BILLION a year !

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JANUARY 20, 2010

Of course that means we have to engage them in conversation – exit interviews – follow up surveys or phone calls to ask about the service and experience and then listen for patterns. .&# She was looking for patterns. We need to do the same thing with our customers. Customer complaints are another great place to look for patterns.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JUNE 1, 2010

Steve goes on to say: In one survey, 68 percent of customers said they quit doing business with a company because of perceived indifference towards them as customers. People buy from those they like and trust – not those who sneer or seem to reject them with their lack of interest.

Customer Service 100

Customer Service 2009 2008 2010 100