Cut Customer Service? You'll Lose Customers

Just about every company faces tough choices about how to improve operations in an increasingly tough environment.

Companies need to be careful that short-term cuts don't lead to long-term pain.I've clearly stated my perspective that the worst thing companies can do in the Great disruption is to stop investing in innovation. Companies might think that innovation and survival are discrete choices. They are not. Companies that stop innovating are sowing the seeds of their own destruction.

The first was Hertz...

In future posts I'll present some different ways to think about cost cutting that truly allow companies to do more with less, drawing on some of the material that will appear in my forthcoming book The Silver Lining: An Innovation Playbook for Uncertain Times.

In the meantime, any other good stories about clear cuts in customer service that have damaged what used to be a great relationship with a company?

Read the rest of this post from Scott Anthony.

I would promote you looking at building a referral program using some creative techniques before cutting service. For a few ideas look at this web page of mine.