Customer Service: All Businesses Need to Be Picky
20% of Your Customers Drive 80% of Your Revenue
and… likely 150% of Your Profits
… while 80% of Your Customers Steal Your Profits and Drive Little Revenue or Benefit
Customer Service: One Disappointment is All it Takes.
Each customer interaction is a “Moment of Truth”. Meaning the savings bank of previous good works can be depleted with one poor interaction. One gatekeeper that could have used judgment applied to a specific situation. Perhaps, the one opportunity to help you understand is when your happy customer tells few vs. when the frustrated customer who tells many.
If you couldn’t guess, I was on the receiving end of a terrible customer experience. What is even worse is with one of my preferred brands.
As many of you already know, I (along with my colleagues) tour the world speaking and writing about customer experiences, great expectations, and the difference between a mediocre company and a brilliant one.
Lessons Learned and Relearned
Your customers decide if the value exchange between their dollars and your service is worthwhile. Your team members, especially those on the front lines, represent the entire company in each and every interaction. That happy customers remember to tell a few and frustrated customers will tell the world.
Which message do you wish to be multiplied?
CONTACT US… Morris+D’Angelo is the industry-leader for many High-Wealth Customers and Organizations.
707 SW Washington St., Suite 1100
Portland, Oregon, 97205
503.749.6300 – Portland Office
408.292.2892 – San Jose Office