Customer service?

September 02, 2010 "As long as repeat business is important, and as long as customers have a chance to go somewhere else, employees must deliver high levels of satisfaction for a company to be successful." Claus Fornell, University of Michigan report out the results of the American Customer Satisfaction Index. In marketing, we are sometimes so focused on, well, marketing that we forget how important it is that the organization we are marketing is delivering on our brand promise.  Whether B2B or B2C, customers want to do business where they are treated well and with respect. How often do you look around at the rest of your organization and encourage improvement in customer service?

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