Some years ago Harvard Business Review undertook a survey of 75,000 companies to assess who customer perceived Customer Service. They found that;
Customers punish bad service.
Loyalty is built on the basics.
Solving the problem is better than delighting.
Rewards only have a limited impact.
84% of customers did not have their expectations exceeded.
Little relationship between satisfaction and loyalty.
So Are you letting your customers down?
4 simple mistakes which could cost you business...
Expecting the customer to wait for long periods whilst waiting for a customer services representative to take their call.
Transferring customers around the business and asking them to repeat information.
Expecting customers to navigate around a complex website.
Not getting it right first time.
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