‘Obsessing about your competition, trying to match their offerings, spending time each day wanting to know what they are doing, and/or measuring your company against them – these activities have no great or winning outcome.’ Continue reading
In the eighties I worked for a large bank. An announcement was made that customer calls were to be ‘centralised’ in the newly built call centres.
Local managers weren’t happy and didn’t accept the idea; sales opportunities would be lost as their branch staff would no longer speak to customers who phoned in. Branch staff ‘knew’ their customers and relationships would surely be broken.
The reply was compelling. Call centre staff would have more time and first-class training so no opportunities would be missed. They wouldn’t have to worry about administration and could spend their time providing an excellent service. The customer would still have a knowledgeable and friendly voice at the other end of the phone. Continue reading
Here are the top 10 things I’ve experienced recently as a customer that have left me wondering if, after all the talk and hype, it’s getting any better out there. I’m sure you can add to the list, so please leave a comment:
- Self –service check outs at supermarkets – surely the ultimate device designed by someone who had no intention of ever using them
- Telephone IVR systems – that ask you to enter your account number only for the advisor to immediately ask for your….. account number….
- Anything to do with garages, car servicing, body shops and the like – on balance, the more sincere the staff, the scarier…..
- Mobile broadband that only works properly 20% of the time – heaven knows they all paid enough for their 3G licences and it is 2010…..it should be working by now Continue reading
We’re in an economic downturn, the worst in our generation, and the drive is for businesses to cut costs at every opportunity.
Companies announcing results on Wall Street recently beat expectations – not bad in the circumstances – but the norm was for profits to be met by cutting costs over increasing revenues.
This creates dangers for customer service; an easy place to start the cuts. I wonder if it’s beginning to show.
For example, the car insurance is due for renewal. The comparison web-site shows that a saving one-third can be achieved by switching. Continue reading