A Quote by Lisa Gansky
A shift toward access and service would deepen the big-box retailer's relationship to customers and win their loyalty. A service focus would bring more rewarding, frequent, and lasting contact with grateful customers.
Related Quotes
Rather than focus on trying to get a lot of customers to market yourself, really focus more on the actual product or service itself and existing users to, like, what would make them happier, what would make them come back more and more times or in our case buy more often.
Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them.
Service Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth. Our philosophy has been to take most of the money we would have spent on paid advertising and invest it into customer service and the customer experience instead, letting our customers do the marketing for us through word of mouth.
I have connected by phone with customers who have left negative reviews and had a chance to get to know them. Not only was I able to solve their problems, a lot of the customers were so happy with the customer service that they become repeat customers.
That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers.
Customers want to explore. But they need to have easy access to items they choose to use all the time. The historic trade-off between price and service has been altered by technology and customers expect to save time and enjoy the experience while saving money.
Service standards keep rising. As competitors render better and better service, customers become more demanding. Their expectations grow. When every company's service is shoddy, doing a few things well can earn you a reputation as the customer's savior. But when a competitor emerges from the pack as a service leader, you have to do a lot of things right. Suddenly achieving service leadership costs more and takes longer. It may even be impossible if the competition has too much of a head start. The longer you wait, the harder it is to produce outstanding service.
After-sales service is more important than assistance before sales. It is through such service that one gets permanent customers.
Twenty years ago if you provided someone with horrible service, it may take weeks or even months for the word-of-mouth message to get out to 15-20 potential customers. Today, with social media, thousands of potential customers can learn about horrible service within hours, minutes or even seconds after it happens.
Often people say they can't base their strategies on customers because customers make unreasonable requests and because customers vary too much. Such opinions reveal serious misconceptions. The truly outside-in company definitely does not try to serve all the needs of its customers. Instead, its managers are clear about what their organization can and should do for customers, and whatever they do they do well. They focus.
As a GM Goodwrench Service Plus dealer, I understand how good service makes a difference to our customers.
The best form of customer service is self service. Constantly empower customers to get their own answers themselves.
This merger is a logical next step that creates substantial value for customers and stockholders of both AT&T and BellSouth. It will benefit customers through new services and expanded service capabilities.
The irony of good customer service is that over time it will bring in more new customers than promotions and price slashing ever did!
It may be a lot more personally rewarding to focus on the marvelous new equipment, but the focus should be on customers - attracting them, courting them, rewarding them, understanding them and binding them to you.
Good customers want good quality service. Great customers want it even more.
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