Monday, October 5, 2015

Customer-Centric Culture Statistics

The results of a recent customer service study conducted by Coldwell Banker indicated “a strong correlation between the quality of a company's customer service and its long-term success.” The findings also revealed that a typical consumer switched businesses they dealt with twice in the past three years due to "bad service."  When asked to define the differences between great and poor service, consumers ranked the top characteristics of companies with "great service" as follows:
  • Resolving questions and problems (66 percent)
  • Knowledge of the product or service (49 percent)
  • Being easy to reach (35 percent)
  • Understanding requirements (35 percent)

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