Posts tagged with 'customer service'
Last night the BBC aired Watchdog, which this week focused on the ailing state of customer service among big businesses (and no doubt some smaller ones).
Almost three quarters of people said customer service is getting worse, according to a survey of more than 7,000 consumers. The worst offenders tend to be broadband / mobile operators, and utilities companies, though web companies aren’t immune either.
It doesn’t come as any shock to me, but surely good levels of service and a focus on the customer experience are key to surviving a difficult market?
Facebook, Twitter, YouTube. These are but a few of the services many of us have come to enjoy.
Yet there's one thing that seems anything but enjoyable about them: dealing with their customer service.
While online shopping is safe for the vast majority of customers, there are still some people who are so concerned about fraud that they are reluctant to enter their card details on an e-commerce site.
According to a Get Safe Online survey (pdf) from last year, 14% of people in the UK are deterred from using the internet due to fear of online crime, so what can e-tailers do to combat such concerns?
We've written about the potential of using social media for customer service, or at least monitoring and responding to customers' comments and complaints, and here is a great example of how valuable this can be.
Naked Wines, which launched last December, was very quick to get involved in social media; it has a Twitter account as well as a Facebook group, and this example shows the value of monitoring and responding to customers' concerns where they are talking about you.
Dell is one of the most prominent brands leveraging the popular microblogging service to interact with customers and potential customers and has a whole portfolio of Twitter accounts that are managed by real Dell employees who have names and personalities.
According to Dell, its use of Twitter has led to more than $1m in revenue. While that's a miniscule amount for a company that does billions in revenue every year, Dell has embraced social media like few other companies and deserves a lot of credit for making a real effort.
The NRF Foundation/American Express Survey just announced the winners of its Customers’ Choice survey, with L.L. Bean coming out on top.
The survey, conducted by BIGresearch which polled 8,167 consumers, named Bean the hand-down winner in online, as well as offline, customer service channels.