Sue says in the video that when customers have a problem, they should "come away knowing that we've done everything we could to address it." to you she adds, "however, it's hard for me to link customer service to metrics like market share and how many new customers we get. how can i make the connection?"

To make the connection from customer service satisfaction do how many customers they get, you can study the trends. When consumers have a great customer service experience they are buying or using more product and probably sharing the information with their friends. If they are sharing more information and are spreading the word, they have a better chance of getting the product out, having happy repeat customers and new ones creating market share. r