Today's Daily Stat from Harvard Business Publishing says that 65% of U.S. consumers surveyed about customer service said that they would prefer "knowledgeable employees," which most of the people defined as able to "answer my questions without putting me on hold, searching for someone else, or transferring me." (All of which happened to me the other day on my call to Vonage).
62% said they wanted to be treated like a valued customer and 54% said they wanted some demonstration of their desire to meet needs."
These are big numbers. Customer service, good service from well-trained staff who "get it" is increasingly important. The words, "that's not our policy" should become a fireable offense.
Companies, ministries, camps and conferences who understand this will grow and flourish as customers who have been treated well spread the news throughout their online social networks. Companies, ministries, camps and conferences who don't understand this will gradually lose business…and blame it on the bad economy.
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