Mike Gorniak wrote:
Hi Jim,
Mr. Heil is demonstrating his knowledge of Good Business Practice.
It has been shown, through extensive research, that a customer who has
a problem that is resolved graciously by a company becomes more
positive and more loyal to that company than if there was no problem
in the first place...
In other words, customer's problems are opportunities for companies to
enhance their relationships and gain greater loyalty from their
customers! As a bonus, the now happy customer tells his / her
acquaintances about the positive experience that he / she has had,
which in turn, generates more customers for the company.
Actually, this is one of the concepts that made me invest in a Ten Tec
So where do the 'better for business' and 'problem for customer' curves
cross?
In otherwords, for what percentage of customers should a business
generate problems, assuming the
goal is to resove these problems graciously in order to obtains a
'competitive edge'?
-Bob
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