By Mike Gorun
Earlier this year, J.D. Power and Associates released a report titled “Beyong Satisfaction: J.D. Power 2012 Customer Service Champions — Brands That Deliver Service Excellence to Maximize Business Results”. The report concluded that consumers prefer brands with excellent customer service and don’t always focus on the lowest price. Auto related brands identified as “Champions” include Cadillac, Jaguar, Lexus and MINI.
Why is customer satisfaction important? J.D. Power finds a very strong link between levels of customer satisfaction and levels of customer recommendation and intent to repurchase. The report also finds that brands that provide exceptional customer service tend to consistently employ these specific practices:
1. Hiring the right people and empowering them with the best processes, as well as the ability and authority to make judgment calls to resolve issues on behalf of customers.
2. Understanding their customers and offering the right products through the right channelsin ways that truly resonate with them.
3. Being consistent in brandingand delivery of the service experience, particularly across various channels and customer touch points.
For more information on the J.D. Power and Associates report, you can download the “Beyond Satisfaction” report here.
Mike Gorun is president Performance Loyalty Group, Inc. Click here to read this article in its entirety.