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PC Mirror wins
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Below are several recent articles of note.
Please contact us for more information and literature.
The following statistics and information were used in a
presentation to the Hartford Insurance company.
Companies can boost profits by almost 100% by retaining just 5% more
of their customers. Reichheld and Sasser, 1990, Harvard Business Review.
The turnover rate was 41% without training and dropped to 19% with
training. Schlesinger & Heskett, 1991 study results.
90% of corporate executives say that employees are the most important
variable in their company's success. Towers Perrin survey. However,
people-related issues such as training and compensation consistently
ranked at the bottom of the list. "Executives rank 'People'
issues", April 1995, HR Focus 72(4):14.
70% of the customers lost by thirteen big service and manufacturing
companies were lost due to lack of attention from front-line employees.
Peters, 1995, Service or Perish, Forbes 156(13):S142-44
satisfied customers are 6 times more likely to repurchase
than satisfied customers. Xerox Corporation Study, 1991
Why customers stop buying: 68% bad service or lack of attention.
Study by The Forum Group.
82% of the way your customers view your company is strongly
influenced by the way the phone is answered. Communications Briefings,
Poor communication is the most frequently reported single major
source of frustration in companies. Beech, Burns & Sheffield, 1983.
Companies that got the highest marks for quality of customer service
achieved twice the ROI and market share of companies rated as providing
inferior customer service. Strategic Planning Institute, 1999.
84% of what people hear is based on the tonality of the speaker's
voice. UCLA study, 1994.
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