Customer Service Drives Sales
October 7, 2012 1 Comment
This past week was National Customer Service Week. To celebrate, I’ll start by giving kudos again to the leaders in the 2012 Temkin Customer Service Ratings.
- Publix
- Hy-Vee
- Credit unions
- Chick-fil-A
- H.E.B
- Sam’s Club
- Winn-Dixie
- ShopRite
- Aldi
- Starbucks
- Giant Eagle
- JCPenney
I also decided to look deeper into our customer service data to examine the relationship between customer service and repurchasing. It turns out that we have data on over 90,000 customer service interactions. As you can see in the chart below, consumers that have a better customer service experience with companies are much, much more likely to buy from them again.
The bottom line: If you care about sales, you need to care about customer service
About Bruce Temkin, CCXP
Customer Experience Matters® 
Very impressive topic. I was wondering what the correlation coefficient is…