Our reader poll today asks: How would you characterize your organization’s attitude toward customer service?
- We go out of our way to exceed expectations 61%
- We do our best to meet expectations 32%
- We try to meet expectations but don’t worry too much if we don’t 6%
- We do the bare minimum to get by 1%
Is meeting expectations good enough? IN a hyper-competitive world, a clear majority of you are going out of your way to exceed your customers’ expectations. It doesn’t take much and it goes a long way. For those of you satisfied with meeting customer expectations, recognize that your competitors are trying to push beyond those expectations. Fall short enough times and you’ll find those customers are no longer yours. We all know it’s less expensive to keep an existing customer than it is to acquire a new one. If you’re one of those “meeting expectations” firms (or even the ones who don’t really care too much about meeting expectations) just recognize your marketing team will be very busy and very expensive but your finance team might not have a lot of work to do when it comes time to count your profits. Ignore customer service at your own risk!
Do you agree with these poll results? Let us know in the comments below!
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These results were originally a SmartPulse poll in SmartBrief on Leadership which tracks feedback from more than 240,000 business leaders. Get smarter on leadership and sign up for the SmartBrief on Leadership e-newsletter.