Delight or defection: the pivotal role of people at the retailer inside the customer experience
Jörg Höhnery and Charles KirkMaritz Research, United Kingdom
INTRODUCTION
Despite clear demands for better service, customers report almost no improvement in the last decade. Why? Companies too often ignore the dynamic people issues that truly affect customers' experience. Almost half the customers who defect leave because of issues with customer service.
OVERVIEW
In the car manufacturing industry, boosting unit sales and market share hinges on getting end users to value the actual sales interaction and customer service. While interaction with the client...