Customer Service Drives Sales

This past week was National Customer Service Week. To celebrate, I’ll start by giving kudos again to the leaders in the 2012 Temkin Customer Service Ratings.

  • Publix
  • Hy-Vee
  • Credit unions
  • Chick-fil-A
  • H.E.B
  • Sam’s Club
  • Winn-Dixie
  • ShopRite
  • Aldi
  • Starbucks
  • Giant Eagle
  • JCPenney

I also decided to look deeper into our customer service data to examine the relationship between customer service and repurchasing. It turns out that we have data on over 90,000 customer service interactions. As you can see in the chart below, consumers that have a better customer service experience with companies are much, much more likely to buy from them again.

The bottom line: If you care about sales, you need to care about customer service

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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