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Customer Service Speaker Doubts The Value Of Customers
© By: Dr. Gary S. Goodman
Article Summary:
"What is the actual cost of retaining versus losing a customer?" wondered Dr. Gary S. Goodman, President of Customersatisfaction.com, customer service speaker and best-selling author of 12 books, including "Monitoring, Measuring & Managing Customer Service." His research confirmed his skepticism about this popular marketing and CRM statistic, says this radio and TV commentator and creator of the audio program, "The Law of Large Numbers," published by Nightingale-Conant...
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