By Jim Champagne
While we all know that great customer service can mean the difference between a happy customer and a disgruntled one, what’s also important is to look at what a customer will give to get great service. In a study done by Forrester Consulting, they looked at the relationship between customer service and price. In every industry they looked at from Banks to Hotels to Manufactures, good customer service was overwhelmingly ranked ahead of price. While this may not surprise everyone the study also found that less than half of all respondents said they were satisfied with customer service departments. It also showed that 84% of people said that customer service was an important factor in continuing to do business with a company.
These statistics all point to the fact that good customer service is still a great strategic advantage for companies and that the companies that focus the most energy on it will come out ahead. One of my former employer's that is already noted for its good customer service is putting all its energy to put additional distance between themselves and the competition.
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