Customer Service Article

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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 1993)