Sell Crap but Spice Up your service department

« SES Overload and Upcoming WMW Conferences

Online Retail Sales will double in 5 Years »

Sell Crap but Spice Up your service department

September 19th, 2005 — | What say you?

Hello there! If you are new here, you might want to subscribe to the RSS feed for updates on this topic.

Just reading Peter Doyle's marketing bible something really struck me…

Few customers defect due to poor product performance. Only *14 per cent defect for this reason. Two thirds (66+ %!!!) leave because they find service people indifferent or inaccessible.

(Peter Doyle on Customer Loyality, 3rd.ed. p.41)

While I agree that service quality, all kinds of support channels are a MUST in today's world – especially when it comes to complex products and especially services themselves – that's a HUGE difference – products 14%, service 66%.

Hence the catchy title to spice up your service ..

Post to Delicious Post to Reddit Stumble This Post

Posted in ethics. What say you?

What say you?

« SES Overload and Upcoming WMW Conferences

Online Retail Sales will double in 5 Years »

Want a little more?

MarketingFan is a search marketing and SEO Blog that was started in 2004 and is maintained by Christoph C. Cemper and his team. If this post was interesting for you, then others might be as well!