Customer Graffiti1 - CUSTOMER SATISFACTION GRAFFITI Richard...

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CUSTOMER SATISFACTION GRAFFITI Richard Feinberg, Ph.D. Center for Customer-Driven Quality Purdue University 1. The more high tech the world becomes, the more people crave high touch service. John Naisbett, Megatrends 2. Customers do not buy products or services so much as they buy expectations. Ted Levitt, The Marketing Imagination 3. The cost of landing a new customer is more than five times the cost of retaining an existing one. Robert Desatnick, Managing to Keep Customers 4. A loyal customer is worth thousands of dollars over the life of their relationship with your company. Tom Peters, Thriving on Chaos 5. Seventy-two percent of the consumers who switch to a competitor did so because of customer service problems. A study by The Forum Corporation 6. Only two percent of unhappy customers complain, while thirty-four percent of all dissatisfied customers penalized the manufacturer by quietly switching brands. The study by The A.C. Nielsen Company 7. Sixty-eight percent of customers switch suppliers because of the indifference shown them by customer service personnel. Tom Peters, U.S. News and World Report 8. Sixty-one percent of consumers polled say their pre-purchase decisions were most influenced by the opinions of their friends, i.e. the importance of word of mouth. General Electric Study, The Information Challenge 9. The answer is yes…now what is the question? Waitress at LoneStar Steakhouse 10. In the long run, the most important single factor affecting a company's performance is the quality of its customer service relative to that of its competitors. Robert Buzzell and Bradley Gale, Linking Strategy to Performance 11. By the way customers act, you'd think they own this company. And, in a way, they do! Anonymous Center for Customer-Driven Quality
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12. Customer service expectations can be categorized into five overall dimensions: RELIABILITY , RESPONSIVENESS , ASSURANCE , E MPATHY , TANGIBLES . Leonard Berry, Service Quality 13. Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the- day, and totally human terms. Perception is all there is! Tom Peters, In Search of Excellence 14. Undertake not what you cannot perform, but be careful to keep your promise. George Washington 15. Consistent, high-quality service boils down to two equally important things: caring and competence. Chip Bell and Ron Zemke, Service Wisdom 16. Customers don't care what you know, until they know that you care. Digital Equipment Corporation, Customer Service Department 17. Listening is about trust and respect and involvement and information sharing more than it is about ears. Beverly Briggs, Customer Connection Newsletter 18. Caring, respect, empathy, politeness are very important customer satisfiers that cost nothing. Anonymous
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University-West Lafayette.

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Customer Graffiti1 - CUSTOMER SATISFACTION GRAFFITI Richard...

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