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Customers? We don’t need no stinkin’ customers!
Author: Bill Cusick
March 8, 2006
The bad news — apparently, executives at over half of the companies in a recent survey didn’t feel that they were committed to serving customers well. Two thirds of executives at these companies don’t bother chatting very often with customers — after all, what the heck do customers have to do with it, right?
More bad news — there’s some new information coming out suggesting that, when a customer has a bad experience, she not only tells a whole bunch of her friends about, but she actually exaggerates the story, really hammering the company more than is justified. Yuck.
The good news — it looks like many companies are increasing their customer experience budgets to more honestly commit to better customer retention. Could the message finally be getting through that treating your customers better might have a positive impact on the bottom line? Oh, wait…it looks like the money is being spent to push customers to self-service channels, primarily the web. There’s no more money going to the hideous automatic call-center technology or other primary customer experience service issues. I guess it’s just to save some bucks by making the customers do the work. So, maybe it’s not good news.
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