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Online Issues Trends Dec07 Feature: Great Customer Service
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| Feature: Great Customer Service |
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It’s clear that the ISO business is changing in ways that aren’t always obvious, but one things is clear: To survive and thrive, today’s ISO must find a way to stand out in an increasingly homogenous industry and must make merchant retention a fundamental focus of its business strategy. While some companies are turning to new technology, squeezing margins or selling ancillary products to differentiate themselves and hang on to existing clients, one area that’s easy to overlook but can put an ISO over the top is great customer service. ISOs often lament that merchants aren’t loyal. That’s probably true, but what if that lack of loyalty were viewed not as a fact you have to live with, but as a symptom, like a fever? Is it a symptom worth treating? Will that treatment cure the disloyalty? Download the full PDF |
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