Who NOT To Listen To About Customer Service Improvements by Robert Bacal Social media has provided anyone who wishes to expound on customer service (and many other topics) regardless of their expertise, experience or agendas. This makes it more difficult for businesses to get a handle on who they should be listening to in terms…
Category: Service & Business Strategy
Delighting Customers/Exceptional Customer Service Critical? Nope. Myth!
Delighting Customers/Exceptional Customer Service Critical? Nope. Myth! Delighting customers is a path that will only work for less than 2% of companies, or even less depending on niche. You aren’t Zappos. You can’t ever be Zappos, so don’t try. The really uncommon customer service idea is this: Do the basics well. It’s that simple. You…
Why Customer Service Won’t Differentiate Brands In The Market Place. And It’ll Get Less Important In The USA
Customer Service Myths Why Customer Service Won’t Differentiate Brands In The Market Place. And It’ll Get Less Important In The USA Many people, including a good number of business “experts” have suggested that the quality of a company’s customer service will make it “stand out” from its competitors. It may be time to “rub…
Customer Engagement A BAD Thing?
The Customer Engagement File Think Twice Before Trying To Increase Customer Engagement by Robert Bacal Note: Customer engagement is one of those words bandied about, often mentioned, but seldom analysed in terms of achieving business goals. In this new series we’ll look at customer engagement as something that “CAN” improve business results, but also can…
Is Much of What You Believe About Customer Service Wrong? – Part 1 By Robert Bacal
Common wisdom about business value of customer service often way over-stated. Is Much of What You Believe About Customer Service Wrong? – Could Be. By Robert Bacal As is probably the case with you, I’m someone who makes a living by being interested in customer service, and helping organizations improve it. I monitor a lot of…
It’s Time To Stop The “Love The Customer Nonsense and Get Serious About Customer Service
Preaching “Love Thy Customer” A Bad Thing? It’s Time To Stop The “Love The Customer” Nonsense and Get Serious About Customer Service It’s time to cut the crap about customer service “love”, and start to deliver basic, efficient, fast service to customers. It’s the ONLY way to sustainable competitive advantage-do the basics better than your…
Customers Need Advice To Navigate Their Options
Customer representatives need to provide advice, expertise to help customers navigate the complex world of buying and many options. Complexity and Overwhelming Consumer Options Have Changed Contact Staff’s Relationship With Customers Customers are feeling overwhelmed by the decisions required to purchase products they used to be able to buy without thinking or understanding. The customer…
Why Companies Don’t and Won’t Improve Customer Service And The Reason Is Pretty Rational
Why Companies Don’t and Won’t Improve Customer Service There’s a great cacophony of nonsense about a lot of things related to customer service particular by self-proclaimed experts with large followings on Twitter. While these folks are good at self-promotion one has to wonder what qualifies them to provide advice or insight about why companies do…
Complex Systems The Source of Majority of Customer Service Failures – Part I by Robert Bacal
Complex Systems The Source of Majority of Customer Service Failures – Part I by Robert Bacal Why IS customer service so poor. Survey data, for what that’s worth, shows customers feel that it’s getting worse. Who should we blame? Here’s the customer service team for a well known electronics retailer, and WOW, they are all…
Sustainable Customer Service, Sustainable Customer Service- It’s About Balance
Rethinking Customer Service Quality Customer Service, Sustainable Customer Service- It’s About Balance Sustainability is an important concept for our current world, but it applies to things other than environmental concerns. Sustainability refers to an approach that considers the ability of a product or process to continue to “work” over the long haul, and that “respects”…