The personal touch – a personal opinion.

Bubbles & Bling

Customer Service has been a buzz word in retail  for years – manufacturers, retailers, consumer groups and academics have sought to measure it, survey it, report it and improve it.  Whole industries have grown up around improving and measuring ‘customer satisfaction’ scores – hundreds, probably thousands of books have been written, training programs, computer programs and personal coaching businesses now exist.  Why is it so important?  Research suggests that with increased ‘customer satisfaction’ comes improved customer loyalty, greater customer retention and more likelihood of future business transactions.  The research also suggest that happy customers generate greater income and gross margin  and the cost of retaining these customers is significantly lower than constantly attracting new customers.  From a business point of view it is a win/win situation so it’s easy to see why it is such an important management function.  But……

I remember hearing about the story of the first…

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About bigdifferenceoflife

Trainer, Coach, Motivator & Sales Development Specialist
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