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.

In her 6/7/2010 article for the Wall Street Journal “Customer Service as a Growth Engine”, Dana Mattioli provides insight into Walgreen’s and Comcast’s new customer service strategies and into the study’s findings.