Customer Retention: Five Ways to Woo ‘Em Back
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3. Listen to your front-line staff. In his white paper, Thompson quotes David Rance, managing director of U.K.-based Round, a company that helps business improve their customer-centricity and lower operating costs. “Customer service is the organizational drip-tray into which fall all the inconsistencies, contradictions, errors, omissions and downright stupid things that companies do to their customers,” said Rance. Thompson agrees, adding: “Service people are the first ones to hear what bothers customers.”
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Reported Donna Loyle
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