The Three Proven Customer Service Attributes that Drive Loyalty

Added by Katie Smith on Jan 5, 2015 4:15 AM.
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Providing really effective customer service doesn’t have to be difficult. Like most things in life it abides by the famous 80/20 rule: 80% of the value can be delivered with 20% of the work.

The problem is that most organisations don’t know which is the right 20% so they can’t deliver it effectively.

Over the past 10 years we have sent and analysed thousands of customer feedback surveys in a variety of industries.

Based on that extensive data set here are three service attributes that consistently drive 80% (or more) of customer loyalty across a range of businesses.

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