Providing really effective customer service doesn’t have to be difficult. Like most things in life it abides by the famous 80/20 rule: 80% of the value can be delivered with 20% of the work.
The problem is that most organisations don’t know which is the right 20% so they can’t deliver it effectively.
Over the last 15 years we have sent and analyzed customer feedback surveys in many industries.
Based on that extensive data-set we are sharing the three service attributes that consistently drive 80% (or more) of customer loyalty across a range of businesses.
The best part is that are not complex and every business, small and large is able to apply them. [Read more…]