Business Support Updates
Sept 2017
Stop Trying to Delight Your Customers
'Although customer service can do little to increase loyalty, it can (and typically does) do a great deal to undermine it. Customers are four times more likely to leave a service interaction disloyal than loyal. Another way to think about the sources of customer loyalty is to imagine two pies—one containing things that drive loyalty and the other containing things that drive disloyalty. The loyalty pie consists largely of slices such as product quality and brand; the slice for service is quite small. But service accounts for most of the disloyalty pie. We buy from a company because it delivers quality products, great value, or a compelling brand. We leave one, more often than not, because it fails to deliver on customer service.'
Customer Service Excellence Update
COMING SOON
- Workshops for managers working on the standards
- Spaces to share effective practice both face-to-face and online
- Support with accessing customer voice
Top Tech Tools
Wunderlist
Trello
Google Keep
Online courses starting soon!
What follows below are a list of courses you can engage in online right now-