Click me

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 kcatoto on Jan 31
Long-term success begins with the elevation of your front-line employees to positions of respect, backed up with training and leadership that understands how important they are. Give your employees th...



Unknown. Add a source


Did you work on this visual? Claim credit!

Get a Quote

Embed Code

For hosted site:

Click the code to copy


Click the code to copy
Customize size