The agility and responsiveness of an organization – in these days of social media- powered customer service – can be measured by its ability to respond to a customer enquiry, comment or complaint within an hour. Those clever people at the Harvard Business Review have established that businesses that respond to customer enquiries within the hour are seven times more likely to qualify a sales lead than those that contact the customer even an hour later and more than 60 times more likely than companies that wait 24 hours or longer. It is therefore surprising to learn that the same … Read More »
↧