Recommended reports
JUMP Magazine: Issue two
JUMP is Econsultancy's multichannel magazine in support of the multichannel event, JUMP. In this second issue of JUMP Magazine we focus on a number of areas that will help you to join up your business, including why you should be using mobile coupons, content marketing in the multichannel age, 9 steps to multichannel success, and the benefits of an integrated customer service strategy.
Reducing Customer Struggle 2012
The Reducing Customer Struggle report, published by Econsultancy in association with Tealeaf, looks in-depth at the extent to which companies understand the overall online customer experience and the approaches or types of technology they use to identify issues and remedy them. The study also looks at which customer channels are most relevant for organizations and the relationship between online and offline business teams.
Managing Director at Profusion
01 December 2008 20:13pm
I was struck by your report last week about the need for companies to focus on customer service during a recession (if not always!).
It came to my notice shortly after I'd penned some thoughts at Sandlines about why, in my view, hard times seem to lead to a decline in customer service standards (or at least our perception of them). I see it as a symptom of the distress, fear and uncertainty that we've talked ourselves into.
Is customer services suffering at the moment because:
Those organisations who do invest in providing the best customer service should surely expect to reap the benefits as consumer spending recovers?
Group Site Development Manager at Mothercare
02 December 2008 13:17pm
Mike
I would like that think its because of personnel uncertainty, but I'm sure its more down to cost cutting non-revenue generating diciplines.
I have actually noticed a distinct deterioration in customer service levels over the last year or so - good examples are with the banks (which is not surprising). I have experienced longer waiting times and less 'good will gestures' in the last month.
It is quite surprising really given that acquring new customers is so costly in the current climate, you would have thought customer satifaction would be the key (but thats short termism for you!).
Group Site Development Manager at Mothercare
02 December 2008 13:20pm
Also, in answer to your third question - I think customers are expecting more, I think this is mainly down to the internet and the proliferation of feedback on companies' poor service levels and rip-off britain.
Ecommerce Director at GAME Group plc
07 January 2009 17:12pm
Guys,
I'm not sure I can agree that customer service is suffering across the board. I put this down to the fact that a good customer service set up is a blend of "tech" and "human". Those organisations that can continue to provide outstanding customer service are those that have a system that allows the CSRs (customer service representatives) the freedom to empathise with the customer.
Simply put - we're human, our customers are human, we just happen to use technology to allow us to be more efficient. If we treat our customers as we want to be treated, we create deeper brand loyalty. By doing this we also give our CSRs a nicer working environment as they have the power to actually help their customers.
As the media continues to talk us all further into a recession, I firmly believe that those organisations that continue to cherish and reward customer attention will reap valuable rewards. Looking to cut corners on the overall customer experience is, to my mind a false economy.
But I digress - what I really wanted to ask you was - who do you rate for outstanding online customer service? Who does it well and why? My sense is that it is the smaller players that are leading the field in these cash constrained times, but what about the bigger players?
b.r.
swm