Category: Customer Experience Strategy

In this economy, companies are working to keep loyal customers and increase sales. A new study by Accenture finds that firms are responding to the economic recovery by channeling resources to improve service and training. These efforts are focused not only on keeping current customers happy and loyal for the long term, but also on gaining market share from companies who are not focusing effectively on customer service.

A business acquaintance recently asked my opinion on the current state of customer service in this tough economy. The reason? She had just returned from some routine business travel and found the customer service, from beginning to end, to be nothing short of effusive. I could not stop her as she sang the praises of the taxi driver, the airline gate agent, the flight attendants, the bell staff, the concierge, the restaurant servers, and on and on. She reported that she felt an obvious, heartfelt appreciation of her patronage from many employees.