Customer Retention and Employee Engagement

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“A highly engaged workforce means the difference between a company that outperforms its competitors and one that fails to grow.” ~ Gallup Poll Executive

Ask any company executive or entrepreneur if customer retention is important to the growth of their organization and they will probably give you a stare that shouts, “Of course it is!”.  The truth is, many organizations focus so keenly on getting NEW customers that they lose sight on how to effectively keep the ones they already have.

If you think that customer retention is insignificant to the health of your business, take a look at what the experts say:

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Don’t Eclipse Your Customers’ Happiness With Poor Service 

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Many people will agree that customer satisfaction is a critical component for keeping organizations alive, prosperous and growing.  Some organizations are not as successful as others in giving consumers amazing service and memorable experiences.  Here are a few proven winning ideas that will keep your customers happy and coming back to do business with you.

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Service Is Not a Cost…It’s an Investment

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“Service is the most powerful competitive advantage we have.  Service is not a cost, it is an investment.  It’s a growth engine for our company”, says Jim Bush, Executive Vice President of World Service, American Express.   I could not agree more.

Enlightened companies understand the old saying, “customer service doesn’t cost…it pays”.  They also know how to make that statement come alive in training sessions.

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Time for a Customer Service Check Up?

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When was the last time you took the role of your customer to see what they experience when they call your company or visit your online or brick and mortar sites?  Why not perform a customer service check up on your organization?  Start by calling your customer service line.  How many prompts did you have to follow before your question was answered or before you could speak with a “live” customer service representative?  How long did it take?  Was it a frustrating experience?

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