• Customer retention has improved by as much as 50% (note reducing the defect rate by just 5% can double your profits)
• Market share growth was above 5%
• Spend per head was up by more than 8%
• Marketing costs had declined by 11% (word of mouth marketing is 20 times more effective than any other form of marketing)
• Employee absenteeism was down by 8%
• There was a marked improvement in employee morale and productivity

The successful case studies are numerous and include: Virgin, Federal Express, Nordstrom, Amazon and Zappos.

Frederich Reichheld in his book "The Loyalty Effect" gives numerous examples of companies that have used a service strategy to retain customers and as a result doubled their profits.

So, the real question is: not canyou afford to implement a program but can you afford not to?

In the words of the CEO of one of our clients - "I simply cannot imagine going back to how we were as a business. This has created not only more customers and more revenue but it has reinvigorated the whole organisation".

Creating a service culture is not easy, however the results well and truly pay for themselves.