Santa Clara, CA (PressExposure) September 17, 2012 -- The premier one-stop training outsourcing and performance consulting firm that focuses on achieving measurable business results with a select group of clients, today announced Q3 Customer Loyalty Performance Poll Results.
"Our Customer Loyalty performance poll shows that 46% of respondents are most concerned about ensuring customer satisfaction," states Anne Slough, Director of LSA's Customer Loyalty and Strategy Practice. "It is not a surprise that most customer service leaders first focus on customer satisfaction by more than a 2-1 margin. There is a direct correlation between customer satisfaction, profitability, and growth - and they know it."
The Q3 Customer Loyalty Performance poll question was: What service issue is keeping you awake at night? Reponses are below.
. 46% ensuring customer satisfaction
. 20% managing and using product knowledge
. 18% retaining top service reps/agents
. 10% improving outsourced/off-shored service quality
. 6% other
All customer service strategies should start with direct links to the overall business strategy. Once aligned, clear customer service business metrics and associated targets should be identified.
Once identified, those service metrics must drive customer satisfaction in a way that creates increased customer loyalty, profitability, and growth.
While product knowledge and highly skilled reps are certainly ingredients for a successful customer service strategy, if you are not meeting or exceeding customer satisfaction, profitability, and revenue targets, you are missing the boat.
About LSA Global
Since 1995, LSA has helped leading organizations create and maintain distinct competitive advantages through people. We are a global management training programs and consulting firm grounded on the principle that training "by itself" will not drive tangible change or business results.
we are fiercely devoted to the success of our clients and guarantee results.
We believe our clients' success in the marketplace is realized through increased revenue, decreased costs, and higher productivity.
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