Month: March 2013

Your company probably has great customer service, right? Most companies actually fail to live up to customer expectations, and instead totally overestimate how good their service is. According to “The Customer Experience Index, 2012” released by Forrester, there is a huge disconnect between the customer service your company thinks its providing, the customer service your … Read more

Customer Service is important.  It does, in fact, make a difference and can be the distinction between a loyal customer and one that says “good bye and good riddance.”  Many companies wrongly focus on one aspect of customer service and pride themselves on their mastery of it. For example, they may have quick response times to customer … Read more

According to a 2012 report by Echo Research, “two thirds of consumers state that they are willing to spend more with a company they believe provides excellent customer service.” Conversely, “over half of consumers have intended to conduct a business transaction or make a purchase, but decided not to based on a poor service experience.” … Read more

A complaint is an opportunity. If your organization receives virtually no complaints this is probably not a sign that you are blessed with the most efficient, committed, and intelligent employee force on the face of the earth. It is far more likely that the few complaints that you receive are the tip of a submerged … Read more