Diamonds in the Data Mine - HBR

This great article reinforces the importance of real customer service - the experience they have with your business, product, or service.

For my clients: Understanding present customer value and lifetime customer value could lead to lower marketing costs and higher conversion and customer loyalty. This is achieved by running reports and mining customer activity data in their systems. Then use the knowledge gained from this data to correctly communicate, market, and initiate action in their customers. If done correctly it should surely lead to positive results.

For me: This article reminds one that a working relationship that functions over the phone and internet is similar to one that functions face to face. Attention, genuine interest, clarity, and consistency are vital to truly providing great customer service. One must find a way to create a unique working relationship with their clients that eludes the highest level of respect and confidence in them and their business. This should ensure the customer loyalty and trust that they are working with the right person and business.

in reference to: http://hbr.org/2003/05/diamonds-in-the-data-mine/ar/pr (view on Google Sidewiki)