Keeping Customers Satisfied and Loyal.
Great article in this month’s CEO magazine by an old colleague of mine, Andrea Ayers of Convergys. “What Your Customers Are Really Telling You” provides some interesting information about what people really think about customer service.
Andrea lists the five most important things that customers want you to know:
1. Companies aren’t listening to feedback.
2. Service is almost all that matters.
3. Just because customers are satisfied doesn’t mean they’ll be loyal.
4. Don’t underestimate the power of a bad experience.
5. Companies need to provide both automated and personal (aka real live people) services to meet the needs of all customers.
She then goes on to give some good tactical steps that an organization can take to meet the above challenges, both for the overall company and for training employees.
This is a quick read, and a good reminder of how important the customer experience really is to the strength of a brand.
Date: November 2, 2009
Categories: Books and Articles, Branding, Customer Services and Sales, General/Miscellaneous