RE/MAX 440
John F. O'Hara

John F. O'Hara
731 W Skippack Pike  Blue Bell  PA 19422
Phone:  610-277-4060
Office:  215-643-3200
Cell:  267-481-1786
Fax:  267-354-6973

My Blog

Customer Service Crucial to Keeping Clients Happy

October 25, 2016 1:18 am

Nothing spooks your customers faster than poor customer service, according to the inaugural J.D. Power 2016 Home Security Satisfaction Report. While the recent study shows that 31 percent of customers have considered switching providers, those who indicate they will change providers in the next 12 months are doing so predominantly because of poor customer service.

“It’s such a basic principle—provide good customer service—but it requires a commitment throughout an organization,” says Greg Truex, senior director at J.D. Power. “Spending time and money on designing, building and selling a product is great, but if the execution of the customer experience is lacking, it can all be for naught.”

The customer service experience is significant because 40 percent of all customers contact their provider at some point with a question, problem or request. Satisfaction is significantly higher among customers who say the response was helpful (869 on a 1,000-point scale) than among those who didn’t find the response helpful (655). Satisfaction also is higher among customers who don’t contact their provider (867) than among those who do (850).

Following are additional findings of the report:

- Satisfaction is 62 points higher among customers who do not consider switching providers than among those who do consider switching (880 vs. 818, respectively).

- The three leading reasons customers select a system are brand reputation (54%), price (46%) and positive reviews/online rating (45%).

- Nearly 9 in 10 (87%) customers indicate they’re able to control their system outside of their home, while only 59% indicate they control it from their mobile device.

- Following are loyalty findings related to delighted customers:

- More than 9 in 10 (92%) delighted home security customers (overall satisfaction scores above 900) say they “definitely will” recommend the brand to others, compared with the report average of 72%.

- Nearly 9 in 10 (85%) delighted customers say they “definitely will” remain a customer of the brand, compared with the report average of 68%.

- Delighted customers make an average of 6.6 recommendations to family and friends, compared with the report average of 4.9.

Source: www.jdpower.com

Published with permission from RISMedia.


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Americans Remain Concerned About Credit Card Debt

October 24, 2016 1:15 am

Americans are growing more concerned about their credit card balances, according to a recent National Foundation for Credit Counseling® (NFCC®) poll, which revealed that 69 percent of the respondents are most unsure or worried about paying down credit card debt.

“Credit cards are a useful and effective financial tool for those who keep their balances under control,” says Bruce McClary, spokesperson for the NFCC. “Balances sometimes grow beyond the point where they can easily be repaid, which is a sign that it’s time to reach out to a financial professional for guidance.”

Those polled are also worried about insufficient savings for emergencies and retirement, student loan debt and lack of affordable housing.

So what's the best way to work down your payment? Bump your monthly contributions. Paying only the minimum monthly payment is like treading water. It would take someone almost 26 years to pay off $7,800 at 15 percent interest. During that time, the amount of interest paid in addition to the principle balance would be $9,229. Paying extra each month will slash the interest you're shelling out.

If you are struggling to afford extra payments, consider consolidating balances if you have multiple accounts – but make sure to choose an account with a lower interest rate.

Source: www.NFCC.org

Published with permission from RISMedia.


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