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"The customer is always right" is a motto or slogan which exhorts service staff to give a high priority to customer satisfaction. It was popularised by pioneering and successful retailers such as Harry Gordon Selfridge, John Wanamaker and Marshall Field. They advocated that customer complaints should be treated seriously so that customers do ...
While at Farrell's he developed a speech for new employees called Give 'em the Pickle!, based on a letter he received from a disappointed customer. He expanded this speech into a career as a speaker at motivational and employee-training events. In 2002, he put his Pickle speech to video, followed by The Leadership Pickles!
New car sales doubled and it recorded a 30% rise in customer satisfaction. [12] In April 2000, the Ford Motor Company decided to incorporate the Fish Philosophy in their training programs. This decision came about as a result of the lack of motivation in a certain division of the company. [13]
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In its adaptation by Richard Sedley the key word is 'investment'. "Repeated interactions that strengthen the emotional, psychological or physical investment a customer has in a brand." [This quote needs a citation] A customer's degree of engagement with a company lies in a continuum that represents the strength of his investment in that company.
The perception of success of the customer service interactions is dependent on employees "who can adjust themselves to the personality of the customer". [2] Customer service is often practiced in a way that reflects the strategies and values of a firm. Good quality customer service is usually measured through customer retention.
Customer delight means surprising a customer by exceeding their expectations and thus creating a positive emotional reaction. This emotional reaction leads to word of mouth . Customer delight directly affects the sales and profitability of a company, as it helps to distinguish the company and its products and services from the competition .
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