The crisis in customer service

http://www.newyorker.com/talk/financial/2010/09/06/100906ta_talk_surowiecki

by frossie • 16 years ago

2 1 16 years ago

frossie• 16 years ago

Summary quote:

It’s only once you’ve actually become a customer that companies put efficiency ahead of attention, with the result that a company’s current customers are often the ones who experience its worst service. Economically, this makes little sense; it’s more expensive to acquire a new customer than to hold on to an old one, and, these days, annoyed customers are quick to take their business elsewhere. But, because most companies are set up to focus on the first sale rather than on all the ones that might follow, they end up devoting all their energies to courting us, promising wonderful products and excellent service. Then, once they’ve got us, their attention wanders

Not only can customers take their business elsewhere, they can also trash your reputation on the Internet - so that makes even less sense to me.

The crisis in customer service

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