After a long, arduous and humbling recession, it’s fair to assume that organisations seem to have finally learned that customer retention is interwoven into the very fabric of an organisation’s success. No longer can organisations invest vast sums in customer acquisition and expect to maintain healthy profits. If the recession has taught us one thing, let it be that excellent customer service is the keystone in the longevity of a fruitful organisational existence.

As with the business environment, customer expectations are constantly changing and evolving. If you sit back and enjoy the fruits of your hard work – your business will die a slow death. The fatal mistake in customer service is to disregard the changing circumstances that are brought about by our customers every day.

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