customers vote with their feet. Fully a third of dissatisfied customers switch
companies or products due to bad service finds a
recent study. http://nyti.ms/kjX7HC That's a lot of customers walking out the door.
So how to deliver the "fast,
friendly service" that customers require?
Harvard Business Review examines
the issue of customer service and satisfaction inside and out in a round-up of
articles: Creating a Customer-Centered Organization. Articles include creating brand superfans and why
frontline workers are key ambassadors of your brand.
Or take a
page from AmEx, which boasts revamped call centers staffed with pros
recruited from outside-the-box sectors such as the hospitality industry. Hiring
customer service pros and tying remuneration to performance, drove up customer
satisfaction metrics and decreased turnover: a winning combination.
For more case studies on
companies that deliver unparalleled customer service, read Top 10 Companies For Customer Service.
your company place an emphasis on customer satisfaction? Share
your thoughts here and at the Pendaflex Facebook
by Bradley Eggers
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Beyond FoldersTM is written by a team of Pendaflex associates
passionate about time management, communications, productivity and workplace organization. Believing in "continuous improvement" on both a personal and professional level, they share their unique perspectives on subjects of common interest to our readers.