What your customers are really telling you: how do we keep customers satisfied and loyal for the long haul?
Chief Executive (U.S.) › Nbr. 2009, January 2009
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Summary
RELATIONSHIP MANAGEMENT
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What your customers are really telling you: how do we keep customers satisfied and loyal for the long haul?
At a time when retaining customers is vital, CEOs are starting to take a drastically different approach to keeping customers satisfied and loyal for the long haul. This approach puts the emphasis on the customer experience, realizing that the service experience--good, bad or indifferent--has a significant impact on the customer's continued relationship with a company.
[ILLUSTRATION OMITTED] To understand the impact of the customer experience, look at the gap between company and customer as revealed in a recent Convergys survey. To determine what people really think about customer service, we surveyed 2,000 customers, 1,592 employees and 127 senior executives of large companies in the U.S. and the United Kingdom across 10 major industry segments (nine in the U.K.). The results tell us that we have shifted from a service economy to the experience economy...See the full content of this document
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