Do you remember the last time you received really great or really bad customer service? Think about those interactions. How did they make you feel about the company? Were you more or less likely to stay with the company? Would you tell others about your experience? Would you recommend the company?

It is well established that customer satisfaction is a leading indicator of future sales. And it stands to reason. Satisfied customers are more likely to stay with you, spend more money and promote your company. The J.D. Power and Assocs. 2010 U.S. Insurance Shopping Study found that past service quality experience plays a “considerable role” in customer retention.

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