Customer Experience News & Trends

Why customers recommend your company (hint: it’s all about YOU!)

Congratulations contact center professionals! Here’s proof you do more than pull your weight at your organization.

Customers spread the good word about your company because of the customer service, RightNow Technology researchers found.

More than 55% of customers recommend a company because of its customer service. Less than half recommend the company because of its products, and barely 40% spread the word because of price, the study uncovered.

To encourage customers to start or continue a word-of-mouth campaign, give them some direction. If they compliment your service or individual help:

  • Invite them to post something on a company or industry blog
  • Ask them if you can use their comments on your website or in other company literature, and
  • Request them to recommend you to friends and family.

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