THE PROBLEM: Customer loyalty is decreasing, attrition is increasing and so is the cost of generating new customers.
THE SOLUTION: Re-think the role of customer service. Deploy it as a revenue generating resource focused on retaining customers and generating positive word of mouth which drives new customers.
Innovative marketers are proving once and for all that customer service, long perceived as a cost center, can be deployed as a strategic resource that generates revenue. Following are examples of how two Relationship Marketing....