Direct Opinions’ COO Bob Schultek recent commentary on Seth Godin’s blog post titled “Thinking lifetime (don’t break the chain)” is a good reminder on the value of customer retention. The title of Bob’s piece is direct and to the point–“A Customer Is Never Out of Warranty”—and the lesson is simple: although many companies are willing to invest in customer support, these same businesses would do well to place more emphasis on measuring (and increasing) customer retention. All too often, businesses treat customers differently when their products or services are out of warranty. Instead of seizing this critical moment to increase the customer’s perception of value, we often punish “out of warranty” customers and “break the chain.” We lose the opportunity to help customers, and their loyalty to our brand erodes.
It is easy to see the connection between a superior product and high levels of customer satisfaction, but some of our clients fail to completely appreciate the benefits of properly presenting and delivering their products. We recently completed a customer satisfaction survey for a consumer products client that focused on evaluating overall satisfaction with products and delivery services. Any company that has a significant “delivery phase” toward the end of the transaction can benefit from our findings. Read the rest of this entry »
Direct Opinions President, Darlene Campagna served on a customer satisfaction panel at the DiJulius Group’s Secret Service Summit, which was held in November 3-4th in Cleveland Ohio. For those who were unable to attend this informative two day customer satisfaction conference, we are including some of the questions posed by the audience, along with Darlene’s responses. Read the rest of this entry »
After six years, we are moving our corporate headquarters from the east suburbs of Cleveland to Independence, Ohio. According to Darlene Campagna, President of Direct Opinions, “We were looking for a new space that would allow us to unleash the creative potential of our team. The new office is the perfect mix of well conceived space and technology. Our move will allow us to serve our client needs better than ever before.”