John,
Customer service is seen as a cost center by many companies. Call times are meticulously tracked.
However, customer service is really a huge privilege for a company. Right now, there are customers alienated by your brand who you don’t know about.
But the customers who actually contact your company are giving it a second chance to keep them as a customer, so it’s important to understand how likely customers are to let your brand fix its mistakes.
Read on to see the data, along with analysis and commentary from MarketingSherpa; Eugenia Buggs, VP, Global Marketing, Identity and Digital Protection Services Global Unit, Generali Global Assistance; and Joseph Grusman, Sr. Director of Marketing, Zappos.
Daniel Burstein
Senior Director, Content
MarketingSherpa
P.S. Our job is to help you do your job better. Reply to this email to let us know how we can help (and test out our own customer service). |
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