Comments on: Customer Service and Loyalty

By: The Digerati Life

The Digerati Life — Tue, 27 Oct 2009 07:28:03 +0000

I care a lot about customer service. It’s a huge factor and consideration with every product I purchase or service I hire. If the service stinks, there’s a good chance I’ll be switching my loyalties elsewhere. I agree that product quality is also important, but the customer service is what makes me stick around for the long term.

By: Eric

Eric — Mon, 26 Oct 2009 23:37:21 +0000

Yup the perfect blend of price and service keeps me loyal. Sadly there isn’t enough around these days.

By: Ajay

Ajay — Mon, 26 Oct 2009 21:55:37 +0000

I used to market for a civil engineering company before the housing market crash, and we couldn’t focus on customer service enough. The thing we learned, through classes and practical experience, is the key to any non-price based, non-commoditized service is retention, not new customers. It takes 7x the resources to bring in a new client than it does to keep a new one – for us, b/c we were a smaller company, that cost was closer to 9.5x, since we didn’t have the buying scale other companies did and had to charge more. But clients will come back if 1) they’re getting a quality product with 2) quality service and 3) they can trust you to be honest with me.

By: Peter

Peter — Mon, 26 Oct 2009 20:24:06 +0000

Customer Service is very important…sometimes we pay a premium for it. I think most people love the best service for the price, but it remains to be seen how much service they want in comparision with the price. Sometimes I pay a premium price but get horrible serivce (american airlines), then I vow never to fly American again.