Every now and then we all need a reality check. This month I would suggest a customer service reality check in the form of a call to your own office and a visit to your own website. When you do this, here are a few things you should look and listen for:
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An A Customer Service Study by Dimensional Research pinpointed what makes customers of mid-sized companies happy and what leaves them in dismay
The Impact of Customer Service on Customer Lifetime Value
A survey by Dimensional Research of mid-sized company customers showed a strong and direct correlation between customer service levels and future spending (83%), especially in B2B transactions. Here are some specific highlights of the study regarding the impact of good and bad service encounters: According to a study by Dimensional Research on The Impact of Customer Service on Customer Lifetime Value, it turns out that elephants aren't the only ones who never forget! Customers are right there with them, especially if it has to do with a BAD experience!
After defining good and bad customer service experiences (referenced in previous posts in this blog series), customers were asked to define the length of time following the experience that their buying habits were altered. |
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