CEANNAS CONTENT HUB

Do you need to be ‘friends’ with your customers in order to succeed in business?

Do you need to be ‘friends’ with your customers in order to succeed in business?

This was the question which came to mind last week when discussing with a chief executive about how he could improve customer satisfaction.

The challenge his organisation is facing is that 18% of customers say that they wouldn’t use the services of his company again. Of course, from a positive perspective, that does mean that 82% say that they would – but what impact does that 18% have – especially when we take into account the ripple effect of negative word of mouth communication?

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