Service Lapse Recovery Requires Local Accountability
Customers who regularly purchase goods or services from you will eventually run into a problem. While you may be tempted to assume that they'll overlook one faulty product, you shouldn't take it lightly. In fact, keeping these customers happy should be of the highest priority, and any complaints they have should be treated with urgency.
The good news is that a swift resolution can create even stronger bonds between you and your customers, because you're showing them that they are important to you and that their happiness is a high priority.
Richard D. Hanks
Richard D. Hanks is President of Mindshare, the leading provider of real-time, automated customer feedback solutions. www.mshare.net. He is the author of Delivering and Measuring Customer Service. Rich has been a senior executive of several Fortune 500 companies, as well as, several start-up ventures. His experience spans multiple industries and disciplines, including many years as an adjunct university professor at Cornell and as an executive consultant. He was an EVP and Corporate Officer at Marriott, where he led the marketing strategy, sales, distribution, and revenue management. He was also CEO of BlueStep, a software start-up, which grew to include 8 branded products prior to it being acquired in 2002. He was nominated for Utah Entrepreneur of the Year in 2001 and 2007. He is an author and frequent teacher/speaker at trade, academic and professional gatherings, and is widely quoted in top business journals and trade publications. He obtained his bachelor's degree from Brigham Young University and his MBA from Northwestern University.
- Mindshare Technologies
- 05 Mar 2008
- 04 Mar 2008
- 3 Page(s)
- White Paper