"Sim, a qualidade do serviço é o item mais importante para a retenção dos clientes"

"Yes, I do. I have found this to be true in my personal experience of loyalty to suppliers, and in our industry. There are often two initiatives at work driving this correlation, including a regular process for collecting customer feedback, and an on-going process to act upon that feedback and reward customers for their loyalty. Recently, I experienced this first hand with my current wireless service provider upon calling twice in a two-week period researching new rate plans. After my first call, I took a 4-question survey (automated via the phone) focused on my overall satisfaction with my current mobile wireless plan. Upon calling a week later to ask a series of follow up questions, I was offered a “special” rate plan for being a “loyal” customer. I took it! It worked, and this company has maintained my loyalty for another year. All the result of this company taking the initiative to measure my satisfaction and acting upon it within their contact center customer service."

"Any call centre contact will provide the first impression of service to a customer. It depends on the handling of a call that will influence a customer as to whether they are prepared to continue with business and possible secure new business."

"Probably. I am a strong proponent of Nortel Contact Center products. Now that Avaya has acquired the Enterprise portion of Nortel CC products, I think the combined companies have an excellent opportunity to benefit from the integration of the two companies."

"Yes. The better service the supplier provides, the easier it is for the consumer to enjoy it and thus the consumer becomes loyal. He/She is ensured that if there are any problems that she will be able to resolve it easily and with no hassle."

"All customers are equal but some customers are more equal than others! Clearly you're going to look after those clients that contribute more EBIT than others. Having said that I'd surprised in the amount of companies that treat all customers poorly regardless of customer value. Also the lack of regard to a customer's life cycle. We need to focus on the inputs that drive customer service rather than the outputs that react to a problem."

"Absolutely! Specifically within the utilities and telco sectors. It is so easy to switch now, with the range of site comparison sites available that customers can easily vote with their feet and are less likely to 'put up with' poor service."

"For sure. If the customer service did not meet my expectation, I will leave the supplier."

"Yes. Excellent service always begets repeat business. However, in todays tough economic climate, price also matters."

"Absolutely. There are lots of suppliers of the goods I want to buy these days, mostly I don't have the time or energy to search through them all every time I want to buy something. The differentiator is service, if I get good value and good service from a supplier I will use them again, if I don't I won't!"

"Definitely. Customer service is main thing that shapes my perception of an organization. The better the service, the better the perception, the stronger my loyalty."

"No. Not always."