Building customer’s loyalty
Most companies spend large amount of money to come up with all type of plans and offers as to delight their customers. However, they rarely examine the real behavior of a customer.
Consumers’ impulse to punish bad service—at least more readily than to reward delightful service—plays out dramatically in both phone-based and self-service interactions, which are most companies’ largest customer service channels. In those settings, our research shows, loyalty has a lot more to do with how well companies deliver on their basic, even plain-vanilla promises than on how dazzling the service experience might be.
So stop trying to delight your customers and think about making your product solve their problems.
# Leon
says on July 28
# Amrinder
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# Leon
says on August 04