Learning experiences are everywhere, and in customer service, you can learn from the bad experiences as well as the good. I had a bad experience the other night, while having dinner at a favorite restaurant.
The WP Carey School of Business at Arizona State University has published the 2013 update of the customer rage study. The 2013 version is the sixth study wave. A general conclusion from the study is that if a company handles a complaint well, the customer is more likely to become loyal.
Today, your customers connect and network through social media to get information, express opinions, and share advice. Many companies do so as well. But very few understand the premise that makes a no-profit, low-revenue firm like Twitter worth as much as an asset-rich powerhouse like WellPoint.
All businesses are seeing a shift in customer service to the Internet rather than the phone or in-person. Small businesses in particular may see this shift as a positive.
As a business, we try to get our customers to perceive us a certain way. In the end, the customer determines if we have succeeded. What promises are we making to our customers?
Excellent customer service is a hot commodity in today's challenging economic environment. One way is to treat employees the way you expect them to treat your customers—and each other.
In every industry, no matter what you are selling, or what service you provide, there is some level of customer service or "customer-company interaction." If your company is losing customers, or getting bad reviews, you may need to change your tactics.
In difficult economic times price becomes a significant variable. However, customers know value and understand the implications of good customer service versus poor customer service.
"How was everything?" Have you been asked this question by a hotel front desk clerk, a server at a restaurant, or a car salesman after a demo ride? How likely is it that your response is either true or complete?
So many firms are starting to understand just how important it is that they know how their customers evaluate the customer service that they provide. It seems like every day we all get multiple inquires about the quality of service which they rendered.