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Article: Setting up a customer care programme.(Benefits of a customer care)
- Article from:
- Chartered Management Institute: Checklists: Marketing Strategy
- Article date:
- October 1, 2005
CopyrightCOPYRIGHT 2005 Chartered Management Institute. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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[check] This checklist describes the stages in establishing an organisational framework that maximises the value offered to and derived from customers.
Definition
Successful customer care means making the customer want to come back for more, and getting them to recommend products and services to others. Customer care is not only about meeting customer expectations but 'delighting' them by focusing energies on offering value, getting it right first time, and improving it in the future.
Benefits of a customer care programme
A comprehensive customer care programme impacts on the organisation through:
increased successa ...