I read an interesting article recently from the Customer Contact Council (CCC), which was featured in the July edition of the Harvard Business Review. The article investigated a number of questions around customer service and loyalty by addressing the following questions:
The authors conducted a number of interviews with industry professionals and over 75,000 customers. Through their research they found 3 interesting findings:
Where could you be looking to save your customers effort and how could that help you improve loyalty?
Thanks to awottawa for the image