As competition looms, company targets service strategies to retain customers

摘要

In the ever-increasing competition for customers, many companies are focusing on their customer service strategies as the deciding factor in whether a customer stays or goes. Even the utilities industry, in which organizations previously enjoyed a fairly captive customer base, is being confronted with the challenge of deregulation and heavy customer losses. Companies like Duke Power (a unit of Duke Energy Corp.) in Charlotte, NC, are preparing for the increased competition by researching the spoken, and unspoken, feedback on products and services from their customers.