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Great Customer Service
-- an Anachronism?
By: Jean Duane
Excerpt: "Is great customer service an anachronism? Is providing good
customer service a passe thing of the last century? Are you
retaining enough of your customers? Have you been asking for
feedback the same way for years and getting ‘satisfactory’
results? The difference between 'just satisfied' and 'very satisfied' is significant."
"A 'very satisfied' customer is almost six
times more likely to be loyal and to repurchase
and/or to recommend your product than a customer who is 'just
satisfied'." (Harvard Business Review, March-April
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