The following article appeared in Rismedia and is reprinted with permission from the publisher. Copyright 1999-2004 Relocation Information Services, Inc. For more information about Rismedia, go to http://www.rismedia.com.
Customer retention practices have become the main survival tool of companies successfully riding out the current market slowdown.
A recent national survey found that almost half of all consumers stopped doing business with a company during the past year due to poor service.
A study by Best Practices, LLC shows how companies retain today's consumer through employee empowerment, training programs and a shared corporate vision.
"Achieving World-Class Customer Service," available at
http://www.BenchmarkingReports.com, reveals how comprehensive training and embedded practices create world-class customer service organizations. Examples include:
A leading service industry company trains employees to read customer behavior and to transfer them to computerized customer profiles. Using this information, employees then tailor services to match customer preferences in order to drive loyalty and repeat business.
A telecommunications company uses listening posts to manage and integrate information into its business process.
The leading practices and managerial insights included in this report are drawn from research and executive interviews with more than 90 companies across multiple industries.
This report includes more information on:
Retaining customers: Using customer preference data to deliver premium service increases customer loyalty and encourages repeat business.
Developing excellent employees: Encouraging employee development with teamwork systems, reward and recognition incentives and employee satisfaction management.
Cultivating leadership and communication: Creating a common vision to guide organizational customer service.
"With the market the way it is, the fight to retain customers is growing desperate," says Chris Bogan, CEO of Best Practices, LLC. "Employees who are empowered to understand and react to individual customer preferences will delight clients and drive repeat business."
You can download a free online summary for "Achieving World-Class Customer Service" at www.BenchmarkingReports.com/pr/cs56.htm.