Customer service is akin to exercise, the more you do it the better it is for you (and for your customer). And, as David Evans, chairman of the Grass Roots group, says, customer service should be practiced every day. Evans, who is interviewed in the article Customer Service to be Practiced Every Day, in the U.K.’s Economic Times, concludes the following:
a consistently well-delivered product or service at good value goes much further than programs that focus on retaining customers with “bribery.”
To Evans, customer loyalty programs are the “bribery.” The article says that Evans:
doesn’t care for loyalty cards and says price-driven loyalty is often the lowest form of loyalty. Instead, Evans tells his clients that the best way of retaining customer is to enhance the overall value of their product or service.
In sum, maintaining a customer relationship is about offering a quality good or service, consistently. People will seek out the better product or service.
What do you think?