0

Service Quality and Sales Growth: Another Connection

A recent research project for a client opened our eyes to the impact that high-quality customer service has on growth.  This client has used our transactional survey process for five years. 

We compared the service growth over a four-year period by individual customer account with the responses from each customer account to the Net Promoter® question (willingness to refer).

Read More
0

The Evolution of the Service Experience: Cooperation and its Impact on Customer Expectation

I cannot say if customer service is, in general, improving or getting worse.  The American Customer Satisfaction Index suggests that customer service improved until mid-2014 but has been trending downward since. It is probably growing in some industries and not in others. Personally, I am occasionally impressed with the service, but the service I receive is “adequate.”  I give talks frequently, and I often start the presentation by asking who can recall a positively memorable service experience in the last few months. Typically, I will see a smattering of raised hands.  If asked about unsatisfactory service experiences, the number of hands raised is usually far larger. Is Customer expectation changing or is consistency slipping?

Read More
0

A Good Job Goes Both Ways in Customer Service

When we interview a customer in as part of our ServiceConnect process and the customer calls out an individual or department for exemplary customer service, it gets flagged as a "Good Job."  An email gets sent to the client to bring awareness to the employee's performance.  We know from client feedback that employees love the recognition, especially since it is unsolicited. 

Read More
0

Getting Customers Off the Fence

Since 2005, we have provided a transactional survey process, ServiceConnect, to our clients.  Most of the clients are Caterpillar dealers.  One of the biggest challenges they have faced is the Passive customer (i.e. the customer who gives a 7 or 8 on the willingness to refer or Net Promoter Score question).  Over the past year several dealers have made significant improvements in moving Passive customers to the Promoter category.  I interviewed one client CEO about what they did and he had a simple response. 

Read More

SHARE

     

Join our Newsletter

RECENT