Several years ago I hosted an internet radio show on Voice America called “Step Up and Play Big with Chris Ruisi”. The show allowed me to meet some talented people, experts in their own right, and learn valuable information from them.
One show was about customer service as the title above states and my guest was Peter Shankman. Peter is best known for founding Help A Reporter Out (HARO), the social media website that redefined how journalism and PR work by connecting millions of sources with hundreds of thousands of journalists around the world each day, for free.
The basic premise for this show was that companies have forgotten how to service the customer to create amazing moments, and it’s costing them, big-time.
90% of companies say they provide excellent customer service, yet only 8% of all customers say the same. And 91% of customers say they won’t go back to a company after just one bad customer service experience. (Source: Bain & Company). Amazing customer service has become the exception, not the norm. And it’s costing companies millions of dollars in lost revenue, and multitudes of prospects who won’t go to you in the first place based on the experience that someone they trust had with your company.
The top 5 takeaways from this show were: Continue reading