Companies live or die based on how well they serve their customers. The best companies thrive and grow, while others stagnate or die, period. And truth be told, if your customer service efforts are in tune with the current state of the market, they are not working. In fact, they are most likely having a negative impact on your business. Corporations lose billions every year due to poor customer service.
Acquiring new customers costs six to seven times what it costs to retain existing customers. Most companies claim that their customers are at the heart of everything they do, from marketing to sales to service. But the research simply does not support that belief. The gap between how well companies believe they are performing and actual customer feedback continues to increase year-over-year.
Customer service is no longer about a department, it is about your entire organization. It is the experience customers have across every engagement with your business. This includes interactions with call centers, but it also includes website visits, in-person experiences, post-service calls, and interactions that occur while using your product or service. It is not simply a process or a "customer-facing department" initiative. Good customer service is a business approach.
At SPI we are a high level training and learning executives with years of experience with major global and USA based companies. David Sanderson is President and lead developer/facilitator with over 15 years experience with many of the works best companies, such as 2645 Executive Park Dr #1300, Weston, FL 33331, etc...focusing on Sales, Customer Service, and Negotiation. He has trained over thousands of corporate executives in Americas, Europe, and Asia.
Companies live or die based on how well they serve their customers. The best companies thrive and grow, while others stagnate or die, period.