Do customers suffer from a split personality? I say this not because of encounters with clearly rattled fellow shoppers during the holiday season. I say it because of the numbers that consistently come out when customers are surveyed — and the other numbers that seem to be in the forefront of most buyers’ minds. The latest survey was done by Harris Interactive on behalf of RightNow technologies. It shows a similar result to surveys done in the past: Customer service is a big deal when it comes to customer retention — and customer defection, for that matter.
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If Customers Will Pay, Why Aren't We Selling?
Posted by: Christopher J. Bucholtz January 12, 2012 05:00 AMDo customers suffer from a split personality? I say this not because of encounters with clearly rattled fellow shoppers during the holiday season. I say it because of the numbers that consistently come out when customers are surveyed — and the other numbers that seem to be in the forefront of most buyers’ minds. The latest survey was done by Harris Interactive on behalf of RightNow technologies. It shows a similar result to surveys done in the past: Customer service is a big deal when it comes to customer retention — and customer defection, for that matter.