Featured NCSA Organizations
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Customer Service Is Crucial in a Downturn |
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Written by Brian Sprague
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Monday, 15 February 2010 10:13 |
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In this time of economic turmoil, when companies are fighting to hold onto every bit of business they can, nobody can afford to lose customers by providing substandard service and support. Yet like the economy itself these days, business-to-business customer support is plagued by disloyalty and disconnects. To fix this dysfunctional situation and to achieve high performance, companies have to sharpen their focus on improving the customer experience. Consider the situation in the global electronics and communications businesses, both equipment and services. Last year around the world an astonishing 30% of companies switched vendors due to poor customer service, costing the companies they ditched, on average, $15 million each in lost business. |
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The Best Way to Improve Customer Service: be your own customer for a day |
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Written by Jerr Boschee
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Monday, 15 February 2010 10:32 |
In her column in a British business magazine this past summer, Jane Simms reported that CEOs rank customer service above product innovation, sales performance and regulatory compliance as their top priority. But what struck me most was her recipe for success. “The best way to improve customer service,” she wrote, “is not to invest in expensive research techniques or pointless CRM systems, but to experience the company and its products and services as a customer would.” Referring to the senior executives for one of England’s largest rail companies, she wrote: “How many have recently tried to buy a standard-class train ticket? Because if they did, they would realize what a complex and expensive nightmare that particular exercise has become.” |
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The Extra Mile“New Mechanic”When I moved away from home to attend college, I was forced to find a mechanic in the local area because I couldn’t take my car all the way home if I had a problem. I searched the internet and asked local residents if they had any suggestions of a good repair shop and I came up with very little. When I had a problem with my car I went to the repair shop that was closest to my house (for convenience). When I arrived, I was pleasantly surprised with the quality of service that I received. (The rest of the story...) Click Here to Share Your Extra Mile Story!
“Sorry For Interrupting”I was out running errands and stopped at a well known big-box electronics store to pick up a few things. I was unsure of exactly what I needed and began looking for an employee to help me. In the past, I have received great service at this store and as a result, I expected it during this visit. However, I was clearly mistaken in assuming that I would receive good service again. (The rest of the story...) Click Here to Share your Blooper or Blunder
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