Posted by Dave Lorenzo - Business Coach

The University of Michigan’s American Customer Satisfaction Index reports that customer happiness is currently at a two-year low, which suggests that companies have forgotten how important great customer service is. A September Inc. print edition article on customer service contends that “Would you recommend us?” is the only question that matters. Top companies most often hear from customers that they would certainly recommend them to friends and business partners, and if you’re not getting this feedback, you need to make some changes for the better. Word of mouth and referrals are essential to your reputation, business growth, and long-term success. You can gather customer feedback through casual or formal interviews (in person or over the phone) and surveys (print or electronic). A little incentive for responding is always helpful. If your clients would not recommend you, find out why, and fix the problems.

Filed under: Customer Service
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