The forgotten aspect of customer service

What’s the forgotten aspect of customer service? One advantage of running a Mystery Shopping company is that I get to see great detail what works and what doesn’t work in customer service The following graph tracks client data for Satisfaction and Knowledge. We changed the enquiry every month. Satisfaction and the level of knowledge track […]

The biggest (and hidden) reason customers leave.

Why do customers really leave? The answer is not as obvious as it seems. Dan Kennedy, the king of direct marketing explained the reason as follows. Customer leave for one of the following reasons: 1% die. There’s not much we can do about this one. 3% move. Offline, this is due to geography; online, it’s […]