Tag Archives: Business Services

April 27, 2010 · 3:00 pm

Service By Design

I’ve gone on at some length in this space about customer service and those companies that do it badly.  Today, I’d like to write about one that does it well and explain why I feel that way.  It’s nice to applaud rather than boo for a change!

I go on a golf trip each year.   I’ve also written about that band of brothers before but I don’t think I mentioned that one thing each guy brings is a gift for the others.  Generally these are relatively inexpensive – golf balls, pen knives – that sort of thing.  I think the biggest thing ever given to the rest of us was a cruise on the Inter-coastal Waterway one afternoon.  My contribution for the last few years has been a commemorative T-shirt of some sort.  I get them from a company named DesignAShirt and they’re the recipient of my applause today. Continue reading →

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February 18, 2010 · 5:24 pm

Want to save $243?

A new study talks about the impact of crappy customer service.  Unlike any of the rants on that topic in this space, it quantifies the effect based on research.  Not that I have to worry about letting facts get in the way of my story, but I thought I’d share it with you.

Here are the headlines:

Consumers feel the most significant root causes of poor service are:

  • Repeating themselves
  • Being trapped in automated self-service
  • Forced to wait too long for service
  • Representatives don’t know my history and value
  • Cannot switch between communication channels easily

33% cite voice self-service  as the most challenging channel compared to only 1% who find it most satisfying. And 38% of consumers said it is critical to improve voice self-service to make it more intelligently integrated with human assisted service. Where they were trapped in an automated system, consumers spent, on average, more than 9.5 minutes trying to reach a human.

It goes on to say that the average value (in one year) of each customer relationship lost to a competitor or abandoned is $243.

You can read the summary here but you already knew all this since you’re a loyal reader.  Right?

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