- Posted January 15, 2013 by
This iReport is part of an assignment:
"The Virtual World Misses Human Variables"
Today customer service plays a huge role in building loyalty to customers and is often the reason why loyalty gets abandoned quickly. It is sad that we find ourselves challenged with following the conversation from someone who is many miles away.....it has become less personal.....more about providing some form of customer service and doing it cheap to help the bottom line. No matter how many levels of support you have in customer service the most important variable is forming a connection that brings people back. As much as customer service is there to help they should also be sticking around to create customer loyalty......capturing customer information.....and most important forming a relationship.
Technology continues to speed up the way we do business.......at times it makes things cheaper.....and hopefully the future of technology keeps the human element part of the ingredients. Customer loyalty is a HUGE part of what creates sustainable revenue year in and year out. In the long run companies need to focus on customer retention as much as new customer acquisition. The one to one personal relationship is a nice touch and can only happen by a person to a person from a person.
By Bradley D. Weisman