Cracking The Goo Secret
Home Let's Stop HIV Together Although customer service can do little to increase loyalty, it can do a great deal to undermine it. Customers are four times more likely to leave a service interaction disloyal than loyal. Two critical findings emerged that should affect every company’s customer service strategy. First, delighting customers doesn’t build loyalty; reducing stop their effort—the work they must do to get their problem solved—does. Second, acting deliberately on this insight can help improve customer service, reduce customer service costs, and decrease customer churn. For example, technically unsophisticated users, left to their own devices, may go to highly technical online support communities. House Speaker Nancy Pelosi opened an emotional ceremony, tensions still raw in the stately Capitol Rotunda, which was overrun that day when Trump supporters roamed the halls trying to stop Congress from certifying Joe Biden’s election. They stopped us at the border to check ou...