Though the economy appears to be improving, providing great value remains critical. A big part of that value proposition is customer service. Now more than ever, providing top-notch customer service is a must. One of the keys to creating service that customers talk about is innovation. In this issue of Success Strategies, I want to share some exceptional examples of customer service innovation from the past.
Over the past few months, we have been doing a good deal of analysis of the more than 300,000 interviews we have in our database. We are trying to glean as much as possible from this trove of information and learn how great customer service impacts other behaviors. We are particularly interested in the linkage between great customer service and referral behavior. I want to share some of what we are learning. There are some findings that apply to many businesses.
Poor customer service really carries a high cost in many ways. One way is through customers that defect. In an article by Kana Software that appeared in Loyalty Magazine, I was struck by some numbers he quoted. Let me share them.
I have written on several occasions about the need to focus on both the customer and employee when improving customer service. Because of a recent trip visiting clients I want to revisit the topic again.
Through the work we are doing with ServiceConnect, we are learning what I think are “givens” that are essential to improving customer service. I want to discuss the more critical points that are essential to improving customer service in this post.