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A little customer service goes a long way.

Publication: Mississippi Business Journal
Publication Date: 28-FEB-05 		Format: Online - approximately 867 words
Delivery: Immediate Online Access
Full Article Title: A little customer service goes a long way.(One Writer's Perspective)

Article Excerpt
I have heard other folks say it, and I've muttered it myself--customer service just isn't what it used to be. Now, there is a new study out that backs us up, and it should serve as a real wake-up call to the business community, particularly those in the brick-and-mortar world.

The report, commissioned by American Express and the National Retail Federation, found that 99% of shoppers rate customer service as a factor in their decision to buy or not whether in the real world or online. However, only 16% of traditional shoppers were extremely satisfied with the service they received. And only 40% thought brick-and-mortar merchants were making efforts to improve customer service, while almost as many (38%) felt they were not as committed to quality service than they...

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