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The Virtuous Cycle of Customer Care

The Virtuous Cycle of CUSTOMER CARE AGENT • As customers grow more familiar and intimate, it becomes less expensive to maintain and service the customer. Profits go up. • Front-line employees are properly trained, given the best tool, and treated with respect and care. As a result, they know management takes a "long view" of customer care. All these factors mean that they are free to take pride in the brand they represent. satisfaction HIGHER PROFITS, awesomely- RESPONSIVE costs lower Customer Care AMPLIFIES • Cost of aquisition • Satisfaction • Customer intimacy • Cost of maintenance • Cost of servicing • Likelihood of defection SERVICE • The customer, because of the dynamic, “layered" relationship developed over time, becomes increasingly loyal and vocal in referring others and voicing positive opinions. • Higher margin purchases • Ancillary purchases • Customer • Sensitivity to price changes referrals • The company's emphasis on responsive service demonstrates to the customer that their satisfaction is the top goal. The company makes it easy for customers to do business with them. • Positive word of mouth CUSTOMER ΟΥALTY & evangelism Customer CUSTOMER • The customer enjoys the experience, engages actively and eagerly in a "dialogue," feels a sense of belonging and trust in the brand because of the loyalty that the company demonstrates on their behalf. alifaction Care REDUCES

The Virtuous Cycle of Customer Care

shared by judithgold on Jan 31
In order to provide good customer care, a good system needs to be implemented in your business. This infographic provides information for how to best create a working customer care cycle to keep consu...



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