Consumers spend more with companies that provide excellent customer service

07/13/10 11:33 AM Filed in: Branding

Americans will spend 9% more with companies that provide excellent service. These findings were released today in the American Express Global Customer Service Barometer, a survey conducted in the U.S. and eleven other countries exploring attitudes and preferences toward customer service. 9%? Sorry but I believe that it's a lot more than that ! Read More...

Tags: Customer Service

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Going “above and beyond,” but missing the much bigger opportunity of delivering on the basics.

06/28/10 03:47 PM Filed in: Consumers

My post in response to an article on Harvard Business Review on "Stop Trying to Delight Your Customers" has generated a lot of feedback from readers and even the authors themselves. Here is a response from one of the authors. Read More...

Tags: Customer Service

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Continue to exceed customer expectations not just meet them

06/26/10 06:13 AM Filed in: Consumers

According to conventional wisdom, customers are more loyal to firms that go above and beyond. But research shows that exceeding their expectations during service interactions (for example, by offering a refund, a free product, or a free service such as expedited shipping) makes customers only marginally more loyal than simply meeting their needs. Is this good research or is it telling marketers the wrong information. Read More...

Tags: Customer Service

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Customers want knowledgeable assistance when they want it, and they place a high value on accurate information

06/10/10 01:03 PM Filed in: Consumers

So how many customer service faux pas’ can your company make before a customer drives off to your competition? Think of it as a baseball game – three strikes and you’re out. According to a recent online survey, 17% will leave you after a single service mess up; 40% will leave you after two blunders and 28% will leave after the third mistake. That adds up to an overwhelming 85% of your business for poor customer service. Read More...

Tags: Customer Service

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