Comments on: Customer service and customer care http://www.smallbusinesstraining.co.uk/finance-accounting/customer-service-and-customer-care Sales and marketing skills training: Win and grow more profitable business Sun, 08 Sep 2013 13:15:27 +0000 hourly 1 https://wordpress.org/?v=4.4.4 By: Customer service or disservice? - Small Business Training http://www.smallbusinesstraining.co.uk/finance-accounting/customer-service-and-customer-care/comment-page-1#comment-25 Mon, 15 Jan 2007 08:16:03 +0000 http://www.smallbusinesstraining.co.uk/finance-accounting/customer-service-and-customer-care#comment-25 […] How many many of them even know that 68% of customers “lost” by them is as a result of being upset with the treatment they received? […]

]]> By: Win, keep and grow happy customers - Small Business Training http://www.smallbusinesstraining.co.uk/finance-accounting/customer-service-and-customer-care/comment-page-1#comment-20 Mon, 18 Dec 2006 10:17:26 +0000 http://www.smallbusinesstraining.co.uk/finance-accounting/customer-service-and-customer-care#comment-20 […] Leigh Wallinger from Arteka commented on our Customer service and customer care article. […]

]]> By: Linda Mattacks http://www.smallbusinesstraining.co.uk/finance-accounting/customer-service-and-customer-care/comment-page-1#comment-19 Tue, 12 Dec 2006 14:00:33 +0000 http://www.smallbusinesstraining.co.uk/finance-accounting/customer-service-and-customer-care#comment-19 Hi Leigh

Thanks for your well thought through comments and I agree with your suggestion.

Let’s talk some more.

All the best

Linda

]]> By: Leigh Wallinger http://www.smallbusinesstraining.co.uk/finance-accounting/customer-service-and-customer-care/comment-page-1#comment-14 Thu, 16 Nov 2006 22:38:30 +0000 http://www.smallbusinesstraining.co.uk/finance-accounting/customer-service-and-customer-care#comment-14 Linda,
These statistics are a wake up call to all businesses that take their customers for granted. Have a look at books by Frederick F. Reicheld which look into the economics of customer loyalty – The Loyalty Effect and Loyalty Rules!.

Loyal customers give referrals, which reduces the cost of acquiasition of new customers.

Loyal customers are repeat purchasers, reducing the need to win more new customers.

Loyal customers spread good karma when they are networking.

A 5% improvement in loyalty rates can have a massive impact on the bottom line, according to Reichheld. Everyone should be looking at their “disaffected” customers and finding creative ways to get them to re-engage.

How would I do it? A customer satisfaction survey will be a great way for you to find out everything you are doing wrong. Take their comments on board, promise there will be no re-occurrence of these problems and then deliver on your promise.

You’re right Linda, there’s no need for expensive software. Just engage person to person and build customer loyalty to levels that keep your competitors out.

Leigh Wallinger
Arteka Limited – providing outsourced sales for technology companies

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