I was recently asked, “What is the biggest customer service challenge facing companies today?” My response was that it’s the same challenge companies faced last year, the year before that, and even 28 years ago: inconsistency of customer service quality and the customer experience. The former head of SAS Airlines,
Last month I worked with a multinational retailer whose internal customer satisfaction survey analysis revealed some interesting findings: when they can recall an employee by name, customers’ overall satisfaction is 20 percent higher (from 69 percent to 89 percent) and their likelihood to return is 11 percent higher (from 76
A study by Maritz Research and Evolve24 revealed that of 1,298 Twitter complaints, only 29 percent were replied to by the companies in question. Yesterday, during a phone interview, I was asked, “Why do you think company representatives choose to ignore feedback from customers – whether through Twitter, Facebook, or
Have you noticed that lines to add tips before totaling amounts on charge slips and electronic point-of-sale (POS) systems have begun to show up in some unlikely places? There are two independent coffee shops in my neighborhood that require customers to choose from a range of gratuities (pre-calculated in the
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