At Trase Miller Quality and Loyalty Go Hand in Hand

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Trase Miller managers meet frequently as a team but once a quarter we come together for the purpose of business review and personal expansion.  This week our Quarterly Forum expansion topic was Quality and QA.  The meeting was lively as everyone feels connected to the subject matter.  In our culture, we also feel strongly about walking the talk so we did challenge each other’s beliefs in very healthy ways.   And there were a plethora of ideas and action items that were generated as a result of the meeting.

Quality means different things to different people and at a manager level here we recently did some important benchmarking of attitudes.   To see our manager’s definitions, click Quality Quotes.   We also looked at a video clip of mega retailer Zappos.  Click here on ZAPPOS to see that video.    Zappos success has all to do with an understanding of how quality drives loyalty.  Quality and loyalty go hand in hand with the Zappos team.

Frank Silzer is Trase Miller’s General Manager.  Frank knows a thing or two about loyalty.  For starters he’s been with our (parent) company for nearly 30 years.  And Frank is no slouch when it comes to understanding the market place in the context of loyalty.  Here are a few things about loyalty and quality that Frank shared* with us at the Quarterly Forum this week: 

• Americans spend 9% more with companies that provide excellent service

• 48% feel companies are helpful but don’t do anything extra to keep their business

• 21% feel that companies take their business for granted

• 75% are very likely to speak positively after a good service experience, 59% are very likely to speak negatively

• 81% are likely to give a company repeat business after a good service experience; 52% said they would never do business with a company again after a bad experience

Customer satisfaction is not the only thing that matters for driving loyalty…customer effort matters too

• 96% of customers who put forth high effort to resolve their issues are more disloyal

Clearly consumers want to deal with contact centers that are efficient, experts and easy to talk to.  That’s Trase Miller and that’s why the best brands in travel hire us!  In our shop too; quality and loyalty go hand in hand on every call 24/7/365.

* Data sources: American Express, Corporate Executive Board / Customer Contact Council