![]() The companies represent dozens of industries, ranging from consumer electronics and packaged goods to banking and travel and leisure, in North America, Europe, South Africa, Australia, and New Zealand. During a three-year period, we surveyed more than 75,000 B2C and B2B customers about their recent service interactions in major non-face-to-face channels, including live phone calls, voice prompts, web, chat, and e-mail. We defined “loyalty” as customers’ intention to continue doing business with a company, increase their spending, or say good things about it (or refrain from saying bad things). Can companies increase loyalty without raising their customer service operating costs?.Which customer service activities increase loyalty, and which don’t?. ![]()
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