You might think that your business has 'pretty good' customer service. Congratulations! That's a whole lot better than having 'pretty bad' customer service. But don't rest on your laurels just yet. Think about the organizations that YOU chose to do business with. Are you more likely to select a service provider that is 'pretty good' or one that is AWESOME?
A study by JD Power points out that in numerous industries, the difference between a customer who is pleased and a customer who is delighted is HUGE. The big difference is in the repurchase rate.