A survey done by Moneyfacts.com revealed that over a third of consumers in the UK had moved a financial account to another company because of bad customer service.
That said, Nationwide Building Society, the UK's biggest bank, is going on record to say that its customer service record is integral to its success.
"The credit card and current account markets have become fiercely competitive in recent years," said Nationwide's Roy Beale. "Delivering excellent customer service is imperative in attracting and retaining customers, who are the lifeblood of the Society."1
Glad to see that companies are realizing this.
Maria,
Have you read the book Discovering the Soul of Service? I just read an excerpt of it but it looks really interesting. The return of attentive customer service seems to be a big topic these days. Nordstrom has always had it (love that place!) but more and more businesses are realizing that it's a great business strategy for promoting customer loyalty; far better than low prices. Don't you think?
Posted by: Claire Tompkins | July 18, 2006 10:33 AM | Permalink to Comment