Catch Them When They Complain!
The silent and unhappy Customer
James Heavey, the CEO of Respond, reveals some research that is definitely food for thought. Only 4% of the customers who reported a poor experience with a company ever complained! 96% of customers simply did not bother to tell the company.
A Cost-Analysis Of Competing Channels
Is cost-effective service a mirage?
Companies across different industries struggle to meet twin objectives that often seem at odds with each other. Customers want better service, while management dictates cost control. Are the two impossible to reconcile?
The Problem With Technology
The Tent pole of Business
James Gaskin of NetworkWorld says, “Although parts of technology are broken here and there, technology has become the tent pole holding up every business today. Unfortunately, sometimes we spend so much time struggling to keep the tent pole working properly, we forget to enjoy the tent”.
Eliciting Customer Feedback
Why Feedback is essential
Research has revealed that many companies rate their customer service higher than what customers actually rate them! Such overconfidence can be disastrous. To avoid this situation, gaining customer feedback is essential.
Managing ‘Off’ Times
When you are just not available
No matter how efficient your customer support team and system, there will always be a time when nobody is available to answer a query. What customers hate about this situation is that rarely will anyone get back to them quickly, if a resource is not available immediately.
