CUSTOMER THINK: HOW TO TURN CUSTOMER SERVICE INTO PROFIT
On the Customer Think blog, Joseph Michelli discusses how to turn customer service into profit. For distributors, this concept should be standard procedure, but take a moment to review your process. Are you turning customer service into profit?
Customer Think Excerpt:
Recently, I had a very candid conversation with a CEO who I’ve known for a long time but who has never shown much interest in elevating service at his business. During that conversation he said something like, “Joseph I know you believe service is an important value proposition and intuitively it makes sense BUT I can’t monetize the value of service.”
Well, I am glad I had reviewed Service Economics by Downton, Rustema and Van Veen before my CEO friend shared his quandary. As you probably know Service Economics was…