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In a Recession Customer Service Is Secret Weapon for Customer Loyalty

[Cincinnati.com, September 20, 2009]

A recent U.S. Customer Scorecard Research study shows that 80 percent of Americans are loyal to at least one company, but just 31 percent of those say they’d stay loyal after a single bad experience.

Recognizing this, companies like Remke Markets and Macy’s have renewed their emphasis on customer service in today’s recession.

“Consumers look at the ads for the week to decide where they are going to go these days,” says Connie Flynn, Remke’s director of human resources. “Once you get them in, that’s when customer service is so important.”

The Northern Kentucky grocery store operator will launch new training for its Positively Outrageous Service program this month. It’s a series of video presentations for managers and associates to re-emphasize Remke’s passion for the customer.

Read the full story.