Few years ago, I needed to enroll my child in a primary school and was checking some schools. I got to one particular school, after talking with their representative and she showed me around the school, everything seemed fine. I decided to enroll my child in the school.
Category Archives: customer complaints
Nov
30
Oct
12
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Nipping customers’ journey to disloyalty in the bud
No organization wants to lose customers. Hence organizations always strive to prevent customer disloyalty. However, to succeed in doing so, it’s essential to first understand how customers become disloyal.
Jun
14
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The customer satisfaction level that leads to loyalty
When you look at the relationship between customer satisfaction and loyalty, it would seem that it’s linear where a little more satisfaction results in an equivalent increase in loyalty. But that’s not the case. The graph below depicts what the relationship is in practical terms. As you can see, from highly dissatisfied to neutral (relatively happy), nothing much happens in terms of loyalty. Then, as satisfaction becomes more than mere satisfaction and turns into highly satisfied, loyalty increases sharply. What […]
Jun
7
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Service as competitive advantage
Increasing competition, declining sales and more service-aware customers are putting pressure on organizations to rethink and improve the levels of service that they offer. Hence, many organizations are recognizing that by improving the service provided, they can make significant and sustainable gains in the marketplace. Service and service delivery can be, and increasingly are, a competitive weapon. As highlighted in our previous write-up, “Understanding the service concept”, the effect of good service on creating valuable customers, increasing customer retention and […]
Jun
1
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Understanding the service concept
Good service creates customer satisfaction. Excellent service creates customer loyalty. Hence, by building service excellence into your organization, customer loyalty is increased which in turn results to profitable and sustainable business growth. Implementing an effective service strategy with a focus on retaining customers has proven to be more effective at increasing sales and profit, than mere marketing campaigns, promotions or advertising. Thus there is a strong correlation between service delivery and profit with research showing that a 5% increase in […]
May
9
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The opportunity in customer complaints
The way to satisfy customers is to meet their expectations and treat them well. However, no organization can achieve 100% customer satisfaction. There will always be some customer dissatisfaction due to a variety of reasons. Hence, it is inevitable that any organization that has customers will get complaints. But are there many dissatisfied customers who complain? Unfortunately, no. Many dissatisfied customers do not complain. And if a customer does not complain and has an issue that is not resolved, they […]
