Give your customers the attention they want so they return the favour.
80% of companies think they provide superior customer service. When their customers were asked the same question, only 8% agreed (Bain & Co. 2005).
This perception gap is at the heart of the service challenge, and it costs businesses a large fortune. In a European-wide study of 3,000 customers at a major bank, when the front line colleague was attentive, more than 85% increased their value to the bank. However, when the service was neutral or negative, more than 70% reduced their financial commitment (McKinsey 2006).
Mind Gym’s meta-analysis of the research has identified four ways in which business leaders can have disproportionate impact as they strive to give customers the attention they deserve. All will be unveiled at the launch of our latest white paper on 21st March (08:30 – 11:45) at Sketch in London. Find out more and book your place.
Places at this event are limited and so we can only accept registrations from senior decision makers responsible for customer service in organisations with more than 3,000 employees, who have a budget of over £100K.
