Predicting Retention and Word of Mouth: Are Your Customers Working Harder Than Your Company?
CustomerThink, March 4, 2016 — In this article, Jean-Francois shares details from a recent Ipsos study examining the impact of customer dissatisfaction.
Almost every day, customers are faced with what's called a ‘critical incident’ or moment of truth where their loyalty to a company is challenged. In that moment, the company either impresses with expert customer service, or, they fall short, disappointing the customer and causing a devastating rift in the customer/company relationship. Today's smart consumer is equipped with the informative tools necessary to change brands or companies by a mere mobile search or mouse click. Therefore, retaining and honoring customer loyalty has never been more important or more challenging.
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