Fixing churn is better than providing excellent customer service. It is now a proven fact. Striving for outstanding customer service which exceeds the customers’ expectations and grow general customer satisfaction does not grow sales or increased profitability thru increased customer loyalty for most companies. Removing the customer’s efforts by lowering their irritation points and need for service does. New research document that it is 4-5 times more profitable for companies to work on fixing service irritation and thereby churn, than to try to exceed customer expectations. Also, new research document that using standard customer satisfaction studies or the Net Promoter Score is no longer the best way to measure customer service efficiency.
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