Customer service expert Jeanne Bliss has authored an intriguing book, Would You Do That to Your Mother? The "Make Mom Proud" Standard for How to Treat Your Customers. Bliss shares numerous stories in her book about companies that engage in both excellent and poor customer service.
In an interview for the Knowledge@Wharton newsletter, Bliss discusses three key shifts that are causing companies to be more sensitive to their customers:
- Organic growth among existing customers is "ten times more profitable" than acquiring new customers
- Social media is holding companies accountable because customers themselves are talking about the company's values
- Silos in a company "don't organically unite," so the entire organization needs to focus on "customer math" by asking such questions as, "Did you bring in more customers than you lost?" and "Are you keeping more customers than you're losing?"
Bliss also makes the following insightful observation: "We're finding that the more high-tech we get, the more humanity we need." Read her full interview here: http://knowledge.wharton.upenn.edu/article/would-you-do-that-to-your-mother/
This post is brought to you by 123eGuides.com. 123 eGuides are a series of authoritative guides about branding, marketing and small business published exclusively in electronic format to provide maximum value at minimum cost.