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Increase Sales with the help from folks in Customer Service

The customer's experience in contacting your business, communicating with sales and service professionals and getting their concerns addressed is paramont in long-term business success. Think about the best and worst experiences you have had as a customer.....  If the customer service you received was positive I bet you felt more inclined to recommend the business and return for additional purchases.

Recently Bruce Temkin from Customer Experience Matters looked deeper into their customer service data to examine the relationshp between customer service and repurchasing.  It turns out that they have data on over 90,000 customer service interactions.  As you can see in the chart below, consumers (like you) that have a better customer service experience with companies are much, much more likely to buy from them again.

 customer-service-drives-sales

Sounds like a good way to help the customer, feel good about the experence and thus help your company's bottom line. 

For more quality insights about the importance of the customer experience visit: ttp://experiencematters.wordpress.com/2012/10/07/customer-service-drives-sales/

Check out the free report on "The six laws of customer experience." 

Bottom Line: If you care about sales, you need to care about customer service.

 

Topics:   Business Innovation Customer Experience Improvement Customer Communications Sales Improvement Areas

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