While customer service departments and representatives generally are doing a better job of addressing consumer satisfaction in a timely and complete manner, it’s not always sufficient to rely on others to move the process forward. In some cases, the impacted customer needs to go further and farther to pierce the normal routes and get needed […]
Tag: #commonsense
Over-promising and under-delivering takes many forms, as a Comcast customer service snafu detailed by ZDnet.com’s Chris Matyszczyk shows. A log-in failure on HBO Max, part of a Comcast plan, led him to Comcast customer service to solve the problem. Ultimately, the problem was resolved…by HBO Max, not Comcast. Oracle.com addresses how customer service can and […]
The pandemic has proven a catalyst for companies to enhance their customer experience (CX), retain customers, and build loyalty. A McKinsey & Company report sums up the challenge and reward of improving customer experiences: “The recent shifts in consumer behaviors and expectations brought about by COVID-19 are forcing companies to change how they connect with and serve […]
It may be Joe Biden’s stationary bike of choice, but Peloton is currently a poster child for under delivering, with buyers expressing strong frustration about long waits to get their bikes delivered. Notes the New York Times in a January 17, 2021 article: “Peloton’s Rapid Rise Is Threatened by Its Slow Delivery…The company has boomed […]
Promises and performance are chief spotlights of customer service. Companies that over-promise and under-deliver increasingly are finding their reputations, and consequently their revenues, jeopardized. Conversely, companies that go the extra mile to meet or even exceed their promises are retaining existing customers while attracting new ones—often in droves. As the spotlight on enlightened customer service […]
Truly, 2020 was the personification of philosopher Plato’s declaration, “Necessity is the mother of invention.” Dictionary.com explains the statement: “A need or problem encourages creative efforts to meet the need or solve the problem. This saying appears in the dialogue Republic, by the ancient Greek philosopher Plato.” Wow. What a year it was. And, by […]
On 60 Minutes recently, Maine Senator Angus King called Maine “a big small town.” When interviewer Jon Wertheim asks what he meant, King responds, “If you’re from Maine and you stop on the New Jersey Turnpike for gas, and the car next to you has a Maine plate on it– I guarantee within 30 seconds […]
In a world filled with distrust and discord, building and maintaining brand trust will be more important than ever in 2021’s customer service equation. Companies offering and delivering on trust promises will see increased customer loyalty and longevity along with beneficial effects of positive reviews and word-of-mouth. Companies coming up short in the trust arena […]
While 2020 was a challenging year, customer service changes bolstered by pandemic consequences actually have strengthened positive outcomes. Remote work environments, increased empathy and initiatives implemented to weather the storm have contributed to making and keeping customers happy more consistently. As success stories have spread through social media, mainstream media, word-of-mouth and reviews, companies are […]
Customer entitlement didn’t happen in a vacuum. Technology and marketing both have fueled it into a white hot blaze. An article by Claudia Conlon in MKTGinsight (voice of the Direct Marketing Club of New York) looks at today’s landscape. Conlon writes: “We’ve entered into a ‘give an inch, expect [a] mile’ era of marketing, where nearly […]
