047: Why Does Customer Service Still Stink?

Customer satisfaction ratings haven’t improved since the 1970’s, in fact, they've declined. With so many tools and resources at our disposal, why does customer service still stink? In a recent study performed by Consumer Reports, 80% of people surveyed had some issue with a recent transaction—they had returned merchandise, questioned a bill, or simply left the store without making their intended purchase. Now digital sales present a new round of challenges for marketers. Customer experience on mobile devices or an entrepreneur’s website can lead to devastating statistics (for example, 60% of users abandon their intended purchase when a website’s load time is too slow). Metrics may reveal an issue, but not the basic fabric of why the issue exists, and in our fast paced, social media based world, customer expectations are evolving quicker than ever. How can entrepreneurs keep customer empowerment at the forefront while identifying potential customer satisfaction issues before they are blown out of proportion? Listen to today’s episode to learn how smart, savvy leaders create ideal scenarios for their customers and for themselves. What You'll Hear In This Episode Actionable tips and resources to help you understand your customers' perspectives Implementing customer service and satisfaction on a digital platform Using metrics to identify a customer service issue before it erupts Sponsor Service Strategies offers a wide variety of Consulting Services for Support, eService, Field Service and Professional Services operations for technology companies. We have helped industry leading service and support operations enhance operational efficiency and drive world class levels of performance, while improving customer satisfaction and loyalty. Join Service Strategies at their Service Industry Summit event, which brings together leaders from companies like Cisco, Dell and others to discuss the challenges of a changing service landscape. As part of the event, an informative Customer Success Workshop will be held on October 27th. Visit servicestrategies.com to learn more. Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices