The Temkin Group has released a free ebook called The 6 Laws of Customer Experience which is an excellent read.
Archive for the 'Customer loyalty' Category
Instagram, a photo sharing app, caused a user revolt when it changed its terms and conditions, claiming it could sell user photos without compensation. A lawsuit was also filed based on the restriction about users right to sue, also changed in the terms and conditions revision.
A new study called The State of Social Customer Service 2012 was recently released by NM Incite, a joint venture between Nielsen and McKinsey & Company. It highlights the importance of organizations providing social media users with prompt customer service through the social media the customers prefer to use, mostly Facebook and Twitter.
Here are the most read posts in 2012 from the Customer Satisfaction and Reputation Management blog based on reader statistics. Two lists, those that were popular in the last 90 days and those in the top read list for the year that missed being in the last 90 day list.
Toyota’s problems with unintended acceleration of its vehicles culminated with a $1.1 Billion USD settlement of a class action lawsuit in Dec 2012. Call it the cost of customer dissatisfaction.
Front line staff know what customers want. If your front line staff are turning away customers by the hundreds or thousands because you don’t stock certain ‘in demand’ items at Christmas, you will not only lose sales but also good will and loyalty.
Many large organizations have a complaint system in addition to a customer service organization. It is designed to handle the situations where the customer is dissatisfied with the service he received and wants to take the problem to a higher level of management. The complaint department’s responsibility is to listen carefully to the customer’s service complaint, to resolve it or explain why it cannot be resolved in a way that leaves the customer ‘less dissatisfied’. A closed complaint does not mean the customer is satisfied,even if the customer’s request was granted. Here’s an example.
American Express conducted a Global Study called the 2012 Global Customer Service Barometer. The Global Customer Service Barometer Study is conducted in 11 countries and explores public attitudes towards customer service. 10 key findings are reviewed along with the impact of consumers who use Social Media versus those who do not. .
Customer satisfaction cannot be bottoms up driven. While excellent work can be done by customer facing personnel such as customer service call centers, or customer support personnel, sales teams and business partners, if the senior executive team do not have a commitment to customer satisfaction, the results will be sub optimal. And the front line employees will become increasingly frustrated with the lack of support for customer problems. Many employees are not included in senior executive meetings and strategy sessions so they cannot know for sure how their executives weigh in on customer satisfaction commitment but there are tell tale signs they can read that tell the story.
Customer Satisfaction is often measured between an organization and its direct customers. But sometimes the situations that are the most embarrassing are those that involve other organizations, yours and a customer. When there is a system or process that is supposed to work using outside firms and there is a failure, both organizations look dumb. Sometimes a third party needs to get involved to embarrass the organizations to work together. Two examples are covered.