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Mike Gorun's Blog – December 2012 Archive (3)

Do You Really Know What Your Customers Think of You?

How is your company’s customer service? Pretty Good? Sure about that? According to statistics provided by Bain & Co., 80% of companies surveyed said that they offer a superior customer service experience, but only 8% of their customers agreed with them. Ouch.

Okay, so you’re not sure about your customer service. But you think it’s pretty good because your online reputation is good and you have five thousand followers on Facebook. Well, think again. In another customer relationship…

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Added by Mike Gorun on December 18, 2012 at 11:04am — No Comments

Why You Must Have a System for Resolving Customer Complaints

A recent study by the Tempkin Group found that it takes an average of five clients giving positive referrals for your business in order to get one new client. Yet it takes only two disgruntled customers speaking negatively about your business for you to lose one customer.

You do the math...that means it’s twice as important to ensure that you don’t have unhappy customers than it is to maintain good relations with your happy customers. This doesn’t mean you shouldn’t focus on…

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Added by Mike Gorun on December 11, 2012 at 9:54am — No Comments

Make Your VIPs Feel Special with a Customer Appreciation Event

You know who they are: your VIP customers. The ones who have purchased more than one vehicle from you and the ones who frequent your service department for their repair needs. What are you doing to show your appreciation for them this holiday season?

 

Call it a trend or a growing awareness that you can’t take loyal customers for granted, but more and more small businesses are showing their appreciation in the form of a party or other event that offers both fun and rewards to…

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Added by Mike Gorun on December 4, 2012 at 9:14am — No Comments

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