10 May 2010

Why is customer service so important?

We were interviewed by Social Small Biz on the topic. Here is the link to the post:

A lot has already been written about customer service and I will not attempt to give you the full 50 pages answer: that can easily be found in text books. Instead I would like to focus on 3 aspects which all have critical impact on the financial health of a business.The first point is that customer service can be instrumental in managing the price sensitivity of customers. At a time when the economy is struggling and the fiscal pressure is increasing, everyone wants a good deal, but the explosion of voucher sites, discount codes and special sales is disorientating customers. They do not know when to shop, are constantly being moved around by comparator sites and
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