Here are several excerpts from a press release about the findings from a recent study on customer service satisfaction, Customer Service, Not Price, Remains Top Cause of Customer Churn:
Service again ranked above price as a global driver of customer churn, according to Accenture’s fourth annual study on customer service satisfaction, titled “High Performance in the Age of Customer Centricity.”
In total, two-thirds (67 percent) of respondents reported moving their business to other companies as a result of poor service in a variety of industry sectors, up from 59 percent of respondents in last year’s survey. Underscoring the sharp increase in consumers switching business providers is an overall erosion of customer loyalty.
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Posted on 20th November 2008
Under: Customer Service, Internet Cust. Svs., Leadership-Mgmt | No Comments »
MediaBytes, that’s well worth the read, How Technology Is Costing Companies Millions . . . Maybe Billions:
It’s 11:45am on a sunny summer day in New York. In just a few minutes, promises will be broken, years of trust will be betrayed and a high-value customer and millions of dollars will be lost.
This is the story of a very expensive customer loyalty program that worked flawlessly for two decades only to be derailed by several remarkable misuses of technology.
It’s 11:55am. The executive admin for a very high net worth individual vies to get her boss’ attention as he heads out for lunch. She tells him that today is the deadline to complete the air miles transaction for his Christmas vacation. Only one problem, he’s short 20,000 miles.
No issue he says, I paid my credit card bill ten days early and you should see 39,000+ miles show up in the account … in fact, you should have seen it already, I did it at the beginning of the week. Just give them a call and check on it.
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Posted on 19th August 2008
Under: CRM Best Practices, CRM Technology, Customer Service | No Comments »
Here’s an excerpt from an article by Greg Galitzine, The Seven Deadly Customer-Survey Sins:
Jim Ivers, of Vovici, understands the nature of online (customer) surveys thoroughly and in fact his firm has published a list of Seven Deadly Survey Sins that should be avoided at all costs.
Presented here, in abridged form is the list of things to avoid if you want to generate positive and useful results without ruining your relationship with your customer or worse yet, generating a wealth of data with no practical use or way of analyzing it…
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Posted on 12th August 2008
Under: CRM Best Practices, Leadership-Mgmt | No Comments »
