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Deniese Mack

http://www.myspace.com/encouragingyourfaith


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Encouraging Your Faith  

A program of encouragement and Basic Instructions Before Leaving Earth knowledge in every area of your life such as business, health, finances, family, life etc. This program is designed to uplift, edify, and strengthen you in the weakest areas of your life.

  • Archived Blog Post

    Date / Time:

    Great Customer Service Keeps Em Coming Back in Time of Recession!

    Customer Service Rules - The Numbers Prove It

    Companies who make customer service one of their priorities
    not only delight their customers; they also delight their
    investors.

    The stock market has been crushed, as of late.  I'm not an
    economist, but I recently found some interesting
    information that may give an investor an edge, and it is
    all because of customer service.

    The connection between stock prices and customer service
    cannot be ignored.  While we don't have data through the
    current tumultuous economic cycle, we can look back at a
    ten year period from 1996-2006, which included both a bull
    and bear market. 

    University of Michigan Ross School of Business Professor
    Claes Fornell directs the National Quality Research Center
    which manages the American Customer Satisfaction Index
    (ASCI).

    Vanderbilt University Professor Bruce Cooil used the ASCI
    numbers to determine that certain high-level customer
    focused companies could out perform the market.  Simply
    buying a portfolio of companies with high ASCI scores
    wasn't the answer.  But, companies with above average ASCI
    scores who also had scores that had risen over the past
    year far outperformed the market.  A portfolio that
    consisted of these companies had a gain of 212% while the
    Standard and Poor's 500-stock index gained 105%.

    While the above numbers may not apply specifically to your
    business, the concept does.  The effort and cost to provide
    an outstanding customer service experience doesn't cost.
    It pays!

    -- Want to start a customer service revolution in your
    company?  Shep Hyken's new book "The Cult of the Customer -
    How to Create an Amazing Customer Experience That Turns
    Satisfied Customers into Customer Evangelists" will be
    released in April 2009.(Published by Wiley, hardback and
    256 pages.) Whatever employees experience on the inside of
    a company is similar to what customers will experience (on
    the outside).  Is your company in "alignment?"  Does every
    employee understand the vision? Do employees love their
    jobs?  This book is filled with lessons, strategies and
    case studies that will show you how to build a customer
    service culture     that will amaze your customers (and
    employees) make them say, "Wow!"  Also, check out
    my website for customer follow-up and retention at:
    www.sendoutcards.com/31635

    Deniese Mack

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