World Class Care: 3 Tips to Improve Customer Service

23 Oct

The 2012 Global Customer Service Barometer conducted by Echo Research for American Express found that 66 percent of consumers are willing to spend more money at businesses they feel provide top-notch customer service. The study also found that 55 percent of consumers cancelled imminent plans to do business with a company after experiencing bad customer service. Harry Gordon Selfridge, the founder of the Selfridges department stores in the U.K., is most often credited with coining the phrase the customer is always right. . French Hotelier Cesar Ritz coined the similar phrase le client n a jamais tort (the customer is never wrong). Those concepts are great in theory and are timeless to a certain extent. But these men were dealing with early 20th century consumers as opposed to the omnichannel generation with smartphones and tablets today. These three tips will help your company improve customer satisfaction and subsequently its profits in today s global, digital marketplace. Treat Emplo


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