We’ve got a long way to go in New Zealand when it comes to managing B2B customer relationships. Overseas, particularly in the UK, Joe Public won’t settle for substandard service and is typically very vocal when it comes to dishing out feedback. Whilst being on the receiving end of this is never a pleasant experience, it comes with two extra lifelines. First, a second chance to do right by that one customer and, secondly, the opportunity to spare future customers from a similar experience.
Retention tension: how to keep your finger on the customer’s pulse