Leadership in customer service includes managing customer risk. Mendhurst specialises in making strategic change successful and helps clients successfully manage customer risk.
Not all customers have the same value to an organisation and it’s important to identify customer segments who can go on to be either of long term value or potential brand ambassadors. Opinions may vary but personally I won’t paint them all with the same brush. If you can identify a customer or a customer segment to be more valueable than others, you are on the right path. It obviously does not mean you ignore the rest, it just means you treat some of them better than the rest.
Another key point is to be able to package your products and services differently for different customer segments. This is a highly effective way of fully exploiting your resources and getting the most out of your customer service team. In fact, this can even be your customer value proposition – something that sets you apart from others.
I’ll be glad to have your thoughts.
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