Setting the Pace, Winning the Race

Driggs, Woody
January 2008
CRM Magazine;Jan2008, Vol. 12 Issue 1, p12
Trade Publication
The article discusses the importance of producing high quality experience to build customer loyalty. Around 47 percent of respondents to a survey said that their service expectations were not met, and that nearly 6 out of 10 respondents switched providers in one or more industry due to poor service. Seventy seven percent of respondents said that they were willing to patronize services from providers that give a positive service experience.


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