https://berkonomics.com/?p=364&utm_source=rss&utm_medium=rss&utm_campaign=greatly-excceed-your-customer-expectations Dave Berkus' business insights Thu, 25 Mar 2010 17:28:55 +0000 hourly 1 https://wordpress.org/?v=6.9.4 https://berkonomics.com/?p=364&cpage=1#comment-152 Thu, 25 Mar 2010 17:28:55 +0000 https://berkonomics.com/?p=364#comment-152 Dave — Your focus on customer satisfaction is “right on.” As a retired bank CEO, I would share with you a study that was done by an independent organization on behalf of the American Bankers Association back in the 1990’s – when banks were more respected by their customers. This study found that bank customers who had problem that was very successfully resolved by their bank were far more loyal and willing to stay with the bank for years to come, that those who never experienced a problem. The study went on to point out that while the “no-problem” clients were not quick to leave the bank, they were more likely to do so (for a better interest rate or fee reduction) than were those that had a problem that was totally and completely resolved to the satisfaction of the customer. It goes to point out that if you have a customer service problem with a particular customer – you have an “opportunity” to not only make them happy, but also to make them far more loyal to your organization.

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