Selzer & Company, Inc.

Case Studies

SELZER & COMPANY, INC.
308 Fifth Street
West Des Moines, Iowa 50265-4632
Phone: 515.271.5700
Selzer & Company, Inc.Selzer & Company, Inc. Case Studies - Promotion

WHAT COSTS YOU A CUSTOMER?

THE WISDOM:

Whether or not a customer encounters some problem with your product or service does not affect loyalty to your company. What does affect loyalty is how that problem is treated.

HOW WE GOT THERE:

We've conducted numerous customer service studies for a wide variety of companies. We assess overall attitudes toward their relationship with our client company, and we probe for any disruption or defect in a service or problem. We then ask specific questions about how the problem was handled in order to give the company a scorecard for customer service.

ACTION STEPS:

One theme recurs: Sometimes the most satisfied customers are those who had a problem, and it was successfully resolved. This finding has encouraged one client to mount an aggressive campaign for customers to contact them whenever there's any dissatisfaction with their product or service. Their highly trained customer service agents are then able to give them exceptional attention, with the goal of turning lemons (customer complaints) into lemonade (loyal customers). The additional money they spend helping customers pays off in longer-term and more profitable relationships.

Selzer & Company, Inc.
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