Why attitude counts if you want loyal customers
-www.mycustomer.com, January 26, 2009
Poor service has a direct impact on new and repeat sales, and has a knock on effect on customer advocacy. So what can be done to improve customer experience in the long term if it is to become the key differentiator?
Many companies track key performance indicators (KPIs) to monitor the successes and failures within the business – including customer satisfaction and churn rates – but the data produced only tells you what has happened. It says nothing about the underlying drivers of these trends.
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