Once again American Express has released its Customer Service Barometer (2012 version, 2014 version). Once again, the findings aren’t pretty (see below): Companies consistently miss expectations and are getting steadily worse – 31% in 2012 versus 26% two years earlier.
Managing customers is tough because they typically expect the world and they expect it for bargain basement prices. If you interact with customers you will inevitably come across a time when the relationship becomes difficult. In order to ensure your
A recent experience trying to get a standby seat on an American Airlines flight left me baffled. What does it say about a company if they could treat you well, but don’t? Does such a company value your business or
Does your company walk the customer service talk? In a 2007 Satmetrix survey 80% or more of executives surveyed said they sponsored customer loyalty initiatives and think that loyalty is linked to financial success (they’re right). But only 70% invest