Wednesday, 12 February 2014

Diminishing Returns in Customer Service

I'm working on a customer service module for a client's management development program and came across some interesting research showing that the connection between customer service and profit is non-linear.

   

In other words, better service = more profit up to a point, and then profit declines with improvements in service.

So instead of giving your customers more, give them what they value.

Simple.


No comments:

Post a Comment