Monday, 16 August 2010

Customer Service - Back To Basics


Recognise the importance of customer loyalty - some studies suggest that a 2% increase in customer retention will have the same impact as a 10% operating cost reduction. (Krsitina Evey, 2008)

20 comments:

Jean-Pierre said...

The logic is probably true but the accounatnts find it easir to make cost savings. Much easier to measure.

J-P

Andrew said...

Be interesting to see how these numbers are actualy calculated and whether you can make genralisations from this.

Jim (BL) said...

Enough of the accountants. They do not run our businesses; we do. They are only part of othe equation. They are not everything. (But yes, they are pretty important.)

Jim

Marjory D said...

Sorry but this is blindingly obvious. Madge

Anonymous said...

But good to see some research to support the numbers.

Andrew said...

Another filler, methinks.

Julie said...

Not quite sure about the comments above.

Anyhow, the link is interesting but what is really interesting is how we put this into practice in our own organisations. Do we have someone in charge of and responsible for the customer experience? Not often. Why?

Anonymous said...

Good question Julie. Perhaps it is because CRM solutions can be bought shrink wrapped off the shelf and focus on customer satisfaction, whereas a customer experience strategy is defined by what your customers value and what you need to deliver for them to become advocates, and that is difficult to do well?

Unknown said...

I think CRM has been kidnapped by the big software houses. In its broadest sense it applies to how we should be doing business
- customer
- relationship
- management

It is the anal computer process that is so wrong. Go back to the basics.

Mark Humblestone said...

The trick, whether big or small is to put the customer first.

Richard W said...

What is needed is for businesses to go that extra mile and that does mean putting the customer first. Good to see some numebrs but the principle is stating the obvious. As Madge says, blindingly so.

Anonymous said...

Take a look at Customer First

D said...

This only really applies to larger businesses. Surely.

Ben said...

and the action you nmeed to take as a result of this is:

Anonymous said...

The name is Kristina Evey.

Unknown said...

Mary Portas: My 10 worst customer service crimes - Telegraph http://t.co/zWIHcrY via @Telegraph

Robert Craven said...

Mary Portas: My 10 worst customer service crimes - Telegraph http://t.co/zWIHcrY via @Telegraph

D said...

This only really applies to larger businesses. Surely.

Richard W said...

What is needed is for businesses to go that extra mile and that does mean putting the customer first. Good to see some numebrs but the principle is stating the obvious. As Madge says, blindingly so.

Kev said...

Excellent reference. Thanks for this.