70% of defecting customers say that poor service prompted their decision to leave. The ability to identify at-risk customers – both those who actually complain and those who don’t – is becoming an increasingly important mandate for companies competing in a global environment where individual consumers have never had more information, choice and power. OK [...]
I am a Brit and proud of it. My upper lip is stiff, I drink a lot of tea, enjoy cricket and warm beer. I am not however consistent with the conclusions of a new study by Rapide Research – specifically that a staggering 91% of Brits don’t always complain about bad service. But with [...]
New data from American Express and their ‘Global Customer Service Barometer’ have confirmed the damaging consequences off NOT tackling customer feedback at point of experience and allowing venting of customer opinion to social media sites. “In a world of social sites that allow consumers to post photos, videos and opinions about companies and brands, disparaging [...]
An interesting article appeared in Conde nests Portfolio magazine recently do suggest how a business react to a poor review in social media. The article is here, but here are the main conclusions: Social Media response needs to be done superbly - If your social responses are inferior to—or not integrated with—those in your other channels, [...]
This is one to take you breath away! We know from an study by Gartner in 2007 that while 95% of corporate US engages in some form of customer feedback, only 10% actually take action it. We also now know that too many businesses are developing a listening capability to review and act on social [...]
From USA Today – “As inboxes fill with requests to appraise holiday purchases and trips, it’s prime time for feedback fatigue.” The article is a nice reminder that whilst customer feedback can provide great value, there is a big exposure to the brand if used improperly. Survey fatigue results from over-surveying. When someone who recently [...]
The headline above above is from an Emarketer article from November 10th and lays out the facts in the assessment of business response to customer complaints picked up by social media. The genie is out of the bottle. On the one hand, social media is the proclaimed (self proclaimed?) answer to the marketers prayers – but [...]
When I was a young beardless boy at undergrad school in England, I liked Operations Research. It seemed so logical and less fluff. During those days we learnt about variety – specifically Ross Ashby and his law of Requisite Variety. It states that variety is needed to limit variety – like having grid squares on [...]
