Customer Service Level
I am trying to follow some blogs. Today, I have seen these words:
“how do you generate this loyalty? A small part of that may be your customer service. A greater part is whether your product or service actually delivers” on the Influential Marketing Blog.
I definitly don’t agree.
According to the surveys, customer service level is the main item that causes CHURN.For telecom operators, it is 68% (Purdue Univ. Center for Customer Driven Quality) And the price is only 10%. (Product is 17%)
After a single (one is enough) bad experience of Rohit Bhargava (the author of the blog), he will turn back to ex-provider, and will be more loyal then anyone else.
Afterwords, he will add a new metric into his calculation of loyalty. This is convenience.
We should not forget the importance of convenience when chatting about loyalty.
Etiketler: churn, customer services, customer survey, loyalty, product, telecom
Uğur H. Özmen, started his professional life in Price Waterhouse Consultancy at 1981. He has worked in various service sector companies including consultancy, shipping agency, training, leasing and retail banking for over 27 years.
