In a tough economy, gaining new customers can be a daunting task. For a lot of businesses, it may be next to impossible. That’s why keeping the customers you have—and keeping them satisfied—is now more important than ever.

A recent report from Forrester details the importance of customer service in a down economy. In the report, senior analyst Natalie Petouhoff accurately identifies four ways customer service impacts revenue:

1.    A good customer experience boosts repurchase probability and long-term loyalty
2.    Poor service leads a customer to defect
3.    A lackluster interaction may lead to lost opportunities
4.    Bad experiences also result in hidden … Continue Reading