Posts tagged with Satisfaction

Made.com: a case study of customer service hell?

Almost two years ago we wrote about Made.com, which had just launched after receiving £2.5m of backing from the likes of Brent Hoberman.

Made.com is a bit like Naked Wines for the furniture, in that it bypasses retailers, connecting consumers directly with wholesalers in order to supply “beautiful furniture without the high street markup”. It’s an innovative idea that we liked, and we said it had an excellent chance of success. 

However, there’s a problem. I’m one of the people at Econsultancy who receives comment notifications for our blog, and that Made.com post regularly attracts unhappy customers who complain about poor service, faulty products, cancelled orders, the courier company, and – most commonly – the lack of a telephone number on its website. It's been bugging me.

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How to segment customers into ‘1% clubs’ to boost satisfaction

How to segment customers into ‘1% clubs’ to boost satisfactionCustomer segmentation is nothing new. Marketers have been doing it for years. But nowadays there is so much more data being captured, and making sense of it is the key to optimising performance. 

You can’t please all of the people all of the time, but you can delight a good proportion of them. You just need to find out what makes them tick. 

To do this you can create a bunch of ‘1% clubs’. Slice off the top one percent of customers in any given area (e.g. by value, or by engagement). Monitor these groups, treat them differently, experiment, and learn from them.

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Love your customer service staff, love your customers

There's an old adage about it costing five times as much to acquire a new customer as to retain a new one. So why – in these difficult times - aren't more businesses focused on reducing customer churn, and improving customer service levels, to generate more repeat business? 

This is fundamentally a cultural problem for many companies. There needs to be a shift in the mindset of larger organisations, in order to keep both staff and customers satisfied. I'm not sure that the balance is right, and I'm hoping that the next decade will be all about retention and satisfaction, so here I'm going to lobby for love. I want you to give more love to your customer services staff, for they are at the forefront of your push towards boosting customer satisfaction... 

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10 reasons why customer service doesn’t have to suck

The hell of a call centreLast 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?

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