You’ve heard it said many times, and I’ll say it as well. It costs more to gain a new customer than it does to retain an existing customer.
During these challenging economic times, I know that funds are tight and you need to do those things that will bring you best return. Committing time and resources to increase your level of customer service is a worthwhile investment.
Think about how you can create a “WOW!” experience for your clients. An excellent tool to help you do this is the KANO Model. Just Google “Kano model” and you’ll find out how to use this tool to discover your customers’ “Wow! experience”.