Creating customer connections : how to make customer service a profit center for your company /
Martin Bury, after a 40-Ưyear career as an automobile dealer, described his experiences in the book "The Automobile Dealer." Analyzing lost customers, Bury arrived at some statistics that could open the eyes of a marketer or customer service person from any industry. Over a four-Ưyear peri...
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| Main Author: | |
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| Format: | Electronic eBook |
| Language: | English |
| Published: |
Santa Monica, CA :
Merritt Publishing,
[1997]
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| Edition: | First edition. |
| Series: | Taking control series.
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| Subjects: | |
| Online Access: | CONNECT |
| Summary: | Martin Bury, after a 40-Ưyear career as an automobile dealer, described his experiences in the book "The Automobile Dealer." Analyzing lost customers, Bury arrived at some statistics that could open the eyes of a marketer or customer service person from any industry. Over a four-Ưyear period, here are the reasons businesses lose their customers: one percent will die; three percent will move out of the area; five percent will be lured away by other salespeople; nine percent will be lured away by lower prices; fourteen percent will leave because of unresolved complaints; sixty-Ưeight percent will leave because of poor service, discourteous treatment or indifference. The moral to these statistics: providing courteous, helpful service can cut client losses by more than twoƯthirds. But good customer service is not good enough. Customer satisfaction is not--by itself--enough. Success in business requires an integrated marketing and communication approach that will result in the cultivation of a nexus between a company and its customers. This book is written to help you build that nexus between your company and your customers |
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| Item Description: | EBSCO eBook Academic Comprehensive Collection North America |
| Physical Description: | 1 online resource (vi, 317 pages) : illustrations, forms |
| Bibliography: | Includes appendices one through thirty-one (pages 247-314), and index. |
| ISBN: | 0585044120 9780585044125 9781563431494 1563431491 |
