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Tag Archives: customers

Make Service Easier to Retain Customers

The key to mitigating disloyalty is reducing customer effort. Companies should focus on making service easier, not more delightful, by reducing the amount of work required by customers to get their issues resolved. This includes avoiding their having to repeat information, having to repeatedly contact the customer, switch channels, being transferred, and being treated in a generic manner. (The Effortless ...

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When rebranding think of your customers first

The Flamingo always prided herself on branding, but she understood that after being in business  for 15 years it was important for her business to rebrand. As always when she made changes she asked her customers for feedback. While her customers dined she dropped off a survey to tell them that they were thinking of rebranding the restaurant and what ...

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