customer service

By Joanna Br and I

Empower the customer to be in charge of the conversation. Every touchpoint — web, store, call center, fax, chat, social media and in-home installation — offers a chance to build your brand and create the emotional attachment called loyalty. And loyalty transforms economics.

Invest in Relationships
It costs five to 30 times more time, money and energy to get new customers than it does to keep the ones you already have happy. Companies that closely analyze their customer economics understand that investing in customer relationships is where the payback is.