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 a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.

Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum.

My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers.

I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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