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Have you ever been asked to write down examples of ‘good’ and ‘bad’ customer experience? The ‘bad’ list is often much longer than the ‘good’ list. That’s because terrible service experiences are remembered and shared. Each time the story is told, the experience is re-lived and the bad experience embedded as the ‘truth’. Alongside these (hopefully) rare occasions, we also experience lots of average, quite unmemorable service experiences, and every […]
Customer service affects people deeply and has an enormous impact on customer loyalty, profitability, retention and an organisations’ reputation. An American Express 2012 Global Customer Service Barometer Study highlighted some alarming statistics regarding how Australian consumers feel about customer service. It found: When things go wrong in customer service, people are often blamed, but are people really to blame for poor customer service? Does anyone ever really turn up to […]
