home what we do problems with customer services case studies contact   Of those who recorded customer complaints only 53% used the information (only 33% in the public sector) Comunication is the key to organisational success; direct communication promotes and supports a loyal customer base. However, on a world stage, globalisation, segmentation and new market entrants have driven prices down. The net effect of this paradigm impacts on organisational profits. Hence, customer satisfaction and retention are the primary concerns of any customer-facing organisation. Empowering customers to communicate without bias, companies and organisations can be better placed to adapt to change and provide the products or services a customer actually wants. Interestingly, Tellus™ research has identified that 50% of all customer complaints are immediately pacified purely on the basis of organisational acknowledgement" of the initial complaint.   © 2008 Core Design Communications Ltd.