Prior to starting SearchLight Solutions company president Bob Hettel had over ten years of experience in all aspects of market research, both large and small business environments. He also worked directly with those companies to ensure their understanding of the collected data. Bob has also led projects specifically on customer loyalty where he helped clients develop strategies to act purposefully based upon the information uncovered by the market research.

• Employees Drive Customer Loyalty
  09/05/2008 | Customer Service
  According to research studies over 70% of customers will stop doing business with you because of how they were treated! This does not mean they had an issue related to quality or price (only about 20% total leave for those reasons). They leave because they feel they were not treated up to their expectations. Further only 4%-6% of all customers will express their dissatisfaction to someone in the business; most simply take their business elsewhere. Read