Keeping Customers Happy Keeps Customers

[mandy]

"If companies can figure out what their failures are going to be and how they can make customers feel good about them, they are going to keep those customers in the long run," said Kristen DeTienne, a Brigham Young University professor of organizational leadership and strategy in the Marriott School of Management.

"Customer service problems can be very expensive for companies, and a lot of times they don't think about the long-term costs and the loss-of-loyalty issues they create."...

full article: http://www.crmbuyer.com/story/49694.html