Helping organizations succeed through
customer service performance and leadership
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Helping organizations succeed through
customer service performance and leadership |
The Belding Group
Thoughts from Shaun: So, off we head into the second quarter of the year. Things seem to be looking pretty good so far. Most of our clients have told me that both sales and profitability are rebounding quite nicely. It's about time. I always find the first quarter of the year to be the most interesting. For many organizations, it represents a 'shoulder' period - an inevitable downtime between busy seasons. Shoulder periods, traditionally, are also the times when customer service suffers the most. As the pace slows, so do teams' energy levels. Attention to details, and to customers, falters significantly. This phenomenon is, anecdotally, quite apparent once you become aware of it. Through our mystery shopping division, RetailTrack, we also see the change more quantitatively, with customer service mystery shopping scores falling an average of 8% during these periods. Unfortunately, most companies simply accept this as an unavoidable part of the business cycle and really do nothing proactive to prevent it. They allow both employee motivation and customer loyalty to slide. So what does that mean for Q2? Q2, Springtime, is a busy period for most organizations. We can't afford to not be at our best, because this is also the time when people are the most prepared to make changes in their lives. The statistics tell us that more people change service providers, buy new homes, change jobs and look for new restaurants in Spring than at any other time. This is where customer service performance is critical for reducing defection of our existing customers, and capturing those customers becoming disillusioned with your competitors. In order to capture the opportunity awaiting us, we need to shake off the Winter doldrums and reinject energy back into our teams. If you haven't already, this is the time to motivate, stimulate and educate your people. The payoff is huge. The cost of not doing anything is dear. Did You Know? According to a recent study conducted by IBM, Canadian shoppers tend to be more loyal to their primary retailers than people in other countries. When it comes to jumping ship to another retailer due to better prices, product selection, or customer loyalty, Canadians ranked fifth on the list, behind China, India, Brazil, and the U.K. Shoppers in the U.S. are least likely to switch retailers for the aforementioned reasons. Where can retailers improve most? According to shoppers surveyed, it's in delivering customer promotions and access to knowledgeable sales staff. More than half (54%) of respondents said they would spend more time with a retailer if they got these two areas right. Source "Canadian Shoppers Loyal to Retailers; Want Personal Promos" Customer Service Facts & Myths Too many companies are banking on social networking sites to save their customer service and marketing. But are companies losing perspective? Is there more to making customer happy than counting Facebook Fans and Twitter followers? Social media is a Band-Aid - not a solution. You can't simply say you can lower complaints and improve satisfaction by hiring someone to manage a Twitter account. Source "Social networking not enough for good customer service" ; Customer Service In The News: United Airlines Saga brings in a new video eBay Offers Intelligent Customer Support How simple and (human) is your customer service? Thoughts from Shaun: One of the hardest parts about putting together these monthly customer service reports these days isn't deciding what information to include, it's deciding what to leave out. Research and news about improving customer experience is everywhere. If nothing else, the recession we are steadily climbing out of has taught us the importance of customer retention, and how important it is to keep a strong relationship. Although 'keeping a strong relationship' sounds pretty simple in theory, I suspect that many of us will find that this is going to push our comfort zones a lot over the next few years. Many of us simply aren't ready for the level of real intimacy our customers will be expecting from us in the near future. Far too many of us are still clinging to the belief that a mass customer base can be treated with mass market approach, and that's just...well...ancient history.. Interestingly, the kind of relationship that customers are now expecting from us is, in many ways, quite 'old school'. Let me see if I can explain myself with a bit of a customer service history lesson: Fifty years ago, give or take, customers were accustomed to a relatively intimate relationship with their suppliers. They knew the people who worked in their banks and the shops where they bought their weekly staples. Employees stayed in their companies for life, and customers got to know them. We didn't move around so much either, so we were much more familiar with the people in our communities. The employee at your bookstore was the father or mother of your son's best friend, and you worked in the office with your neighbour down the street. Fast forward to the mid '80s when technology started to really seep into our daily lives. ATMs started sprouting up everywhere, so we didn't have to go into our banks any more. The world began to shrink as fax technology brought documents to people in seconds that used to take days - or weeks. As communities grew, the warm, fuzzy connection to the individuals in them diminished. It was the age of consumption, and people just bought stuff, lots of stuff - often regardless of the levels of service they received. Through the 90's, the growth in technology was exponential, creating a global community - and at the same time a profound disconnection with the people around us. We learned a million different ways to connect to each other, but completely lost sight of the importance of connecting with each other. "CRM" became the approach for companies trying to build customer connections without actually having to connect. Companies became faceless, centralized and often outsourced entities, trying to herd customers in different directions without actually having to have a conversation with them. Somewhere around the mid-2000's, however, a curious thing started to happen. The concept of social media began to capture people's imagination. Suddenly, people began to extract smaller, cohesive and more meaningful communities out of the now overwhelming global village. After fifty years, we rediscovered personal connection, and by all indications, we're enjoying it immensely. Facebook alone has over 400 million active users. Add to that other services like Twitter and Linked In and the myriad of others, and it's clear that this trend is here to stay. Our customers now use these communities to talk about us, promote us and trash us. What this means is that the faceless, impersonal, corporate approach to customer experience that we were able to get away with a decade ago simply won't work today. It doesn't matter how big you are and how many customers you have, if Fred Smith from Upper Rubber Boot Saskatchewan has a question for you, you'd better have a real person there to answer it. Not only that, but the real person will have to have a name, a face, a smile and a keen interest in looking after Fred. Whatever investments you've made in technology in the past, you will need to be making in people for the future. Your customers are talking, and looking for "Friends." You want to be part of that conversation. Side Note: I was telling one of our clients the other day that his company needed a Facebook account, with live people there to interact with his customers. I suggested that, despite the expense, he needed to decentralize some of their customer service functions into the communities they serve. I suggested to him that their customer service department needs to be monitoring Twitter every day. He suggested to me in the nicest possible way that I was a futuristic idiot, and that the investment in all these things would be money down the drain. I bet him $10 that he would change his tune within two years. He offered to give me 2:1 odds. Let's see who wins! Did You Know? A recent study conducted by Empathica Inc., a provider of Customer Experience Management (CEM) solutions found that: - 55% of U.S. consumers feel their country’s customer service is getting worse; Canadians were less negative about their customer service, with Source "Customer Serving Getting Worse" Customer Service Facts & Myths Myth: “Good service is simply good common sense.” Reality: This is the most lethal myth of all. As we’ve seen, it’s not easy to achieve service excellence. There are no shortcuts or quick fixes. Organizations that build their reputations on service do so by observing not just one, but every “reality” there is to providing excellent customer service. Good training without adequate selection is a waste of time and money. Carefully selected and well-trained service employees who are not empowered to look for ways to improve customer service quality are a waste of precious resources. Good service comes only from a well-executed, coherent strategy. All the pieces of the puzzle need to be in place Source "Three Myths of Customer Service" Customer Service In The News: United Airlines Saga brings in a new video Poor customer service costing firms Firms lost millions of customers, costing them billions of pounds, in the past few years - often because of poor customer service, according to new research. Three out of four switched at least one product or service in the last two years, a survey of more than 2,000 people showed. Professor Merlin Stone, of Oxford Brookes University, who conducted the study, estimated organizations had lost up to 20 million good customers, which cost them around £3.39 billion. (More) Dealerships going above and beyond to help customers Social media adoption has doubled since 2009 Thoughts from Shaun: Customer service has been a hot topic in Toronto, Canada over the last couple of weeks. The TTC - Toronto Transit Commission - has come under increasing public and media pressure for the levels of customer service being delivered by its 12,000 employees. The steady rumbling of discontent rose to a full-fledged outburst when a picture of a sleeping TTC fare collector was published on the internet a couple of weeks ago. While I have yet to see anyone try and dispute the claims about the TTC's customer service levels, I've already read well over a hundred news articles and blogs on what's causing the problem and how it needs to be fixed. Most are overly simplistic, like "they just don't get it and need more training," or "fire the lot of them," or "the whole TTC needs an overhaul." Some are viewed through the lenses of agendas or social prejudices, like, "It's the typical union mentality - they just don't care," or "It's the management that's created a poisonous atmosphere." If only managing customer experience was really so simple.... This tsunami of opinions on the subject illustrates the biggest challenge every organization faces when attempting to establish "customer experience" as a deliverable core value. Customer service, like driving a car or making a cup of coffee, is something most people are comfortable expressing their opinions on. We're all self-proclaimed experts, it seems, and we all think the answers are pretty straight forward. As someone who has spend the last twenty years working to help organizations improve their customer service, however, I can state without hesitation that the solutions to chronic service experience failures is never as straight-forward or simple as it seems. When asked about what the TTC should do, one consultant was quoted as saying that he hopes they don't try to fix it through training, as though training was a dirty word, or some kind of trivial waste of money. A Toronto professor was quoted as saying that the TTC needs to look at "best practices" in other organizations. One journalist decided that the TTC should model itself after Disney. These kinds of knee-jerk reactions are, to say the very least, unhelpful. For the TTC, or any organization, to truly become customer-centric, they need a systematic, strategic approach. The need to begin by reviewing their Structure, Processes and People. For each of these areas, they then have to answer the following four questions: 1. How easy are we to do business with? 2. How eager are we? (How much do we send the message we care?) 3. How enjoyable are we to do business with? 4. How rewarding are we to do business with? These questions cut to the core of customer experience, and the answers will provide tremendous insight into what corrective actions will achieve the biggest wins. It won't be easy for them. A customer-focused culture doesn't happen overnight. Quite frankly, if achieving world-class customer service was really as easy as most people thought, we would all be having a lot more pleasant experiences out there in the world. One thing is for sure - the TTC is hardly alone in their need to focus more on their customers. Did You Know? 92% of all customer interactions happen via the phone, and 85% of consumers are dissatisfied with their phone experience. Harris Poll ranked industries on how well they served consumers and found supermarket and internet industries provided the best service according to U.S. adults. Cable, tobacco and health insurance companies were listed the worst service providers. Customer Service Facts & Myths Consumers are increasingly turning to social network sites to solve their customer service issues rather than contacting a company directly, according to a new report. Companies are now emerging on social networking sites to begin building trust and solve customer problems. Customer Service In The News: Social Media as Customer Service Social media has come along and shaken up everything we know about customer service. It has, in effect, turned it completely on its head. The benefits of social media as a customer service channel are more and more apparent and steadily becoming a necessity for businesses rather than a ‘nice to have’. (More) How one quiet woman made a big noise for customer service It sounds so simple -- customer service. Every business claims it. Every manager preaches it. So why is it that customers sometimes feel they don't get it? Customer service, after all, is the capstone of the economy in Beaufort County. We are small shops. Our product is hospitality. We need people to want to spend time here, even buy property here. That's why I want to tell you the story of Babs Echtenkamp. (More) Poor customer service costing firms Firms lost millions of customers, costing them billions of pounds, in the past few years - often because of poor customer service, according to new research. Three out of four switched at least one product or service in the last two years, a survey of more than 2,000 people showed. Professor Merlin Stone, of Oxford Brookes University, who conducted the study, estimated organizations had lost up to 20 million good customers, which cost them around £3.39 billion. (More) NBC picks up pilot show on customer service Centered on a recently demoted manager of a novelties company who is shipped off to India to manage a ragtag group of customer service reps. (More) Thoughts from Shaun: A few days ago, as I was busily writing a bunch of pieces for our "Winning at Work!" newsletter, I had a bit of an epiphany about "customer loyalty." I had just finished reading yet another article on how good old customer loyalty has gone the way of the dinosaurs. Our new global marketplace is giving people so many choices, the author claimed, that "loyalty" is simply just an unrealistic goal. Her arguments were compelling, to be sure, but they somehow just weren't sitting well with me. If loyalty is dead, how do we explain the rabidly loyal customer base of companies like Apple, Starbucks, Four Seasons, Harvard University, Lululemon, Southwest Airlines - the list goes on. It was then that it hit me. This new global marketplace hasn't killed loyalty. What it's really doing is shining a bright light on loyalty's true nature. Hear me out on this - and I'm anxious to hear what you think: In the "good old days," we customers shopped in the same stores over and over again. We bought from the same suppliers for years and years. Because of this, we were classified as 'loyal customers.' But were we really? When you stop and think about it, why was it that you went to the same bookstore month after month? Why did you buy your groceries from the same store? Why did you get all your hardware from the same retailer? In all likelihood, you did business with them because your choices were limited. They might only have had one or two competitors, or they might have been the only game in town. It wasn't loyalty that drove you to those stores - it was a hostage situation. Rather than kill customer loyalty, what our new global marketplace has really done is free the hostages. Consumers are now free to choose from a mind-numbing array of alternatives, and because so few companies are truly engaging these free spirits and providing consistent value, we end up with a constantly revolving door - or "churn" as the communications industry terms it. What the extraordinarily successful companies have done (like the companies mentioned above) that others have not, is they have made the real shift in their organizations to a customer focus. It's not just lip service to them, or a line item on the mission statement. They truly understand that loyalty is a two-way street. If you want loyalty from someone, you first have to demonstrate loyalty to that person. You have to give them value - not just a convincing marketing spin, but true value. Customers have to believe that you genuinely care more about them than you do their wallets. Your structure, policies, practices and people all have to be focused. The exciting news, I believe, is that all these free spirits genuinely want companies to be loyal to. All it takes is a company with the courage and vision to deliver what their customers need. Did You Know? "Having the right people performing the job is very important. Are your customer service personnel impatient? Is your management bored? Assess the job skills and interests of the staff. If they are not engaged, customer satisfaction can suffer. Additional job responsibilities can increase employee satisfaction. Use the employee to help solve customer satisfaction problems the customer is experiencing, thereby satisfying the customer and giving the employee a new skill set by working on the project." Source: "The Best Way to Improve Customer Satisfaction", EHow How To Do Just About Everything Customer Service Facts & Myths "Only 1 out of 25 dissatisfied customers will express dissatisfaction." "Happy customers tell 4 to 5 others of their positive experience. Dissatisfied customers tell 9 to 12 how bad it was." "The average company loses 10 percent of its customers each year." Mark Stevens, Author - Extreme Management: What They Teach At Harvard's Advanced Management Program. Customer Service In The News: Obama turned to the CEO's of companies for advice on how to improve customer service In brainstorming sessions that followed, the CEOs weighed in with advice as top-ranking government officials listened. Harness altruism, the business leaders said, set higher goals, conduct performance report cards and make results available publicly. They also suggested creating an environment of "do more with less much faster." (More) Multi-Lingual Customer Service is a Must Being able to sell to a diverse customer base is one thing, but it's just the first step in an ongoing process of fostering successful customer interactions if winning loyalty is your goal. (More) Boosting morale by building new attitudes Call Center managers can catalyze representatives boost skills and perk up comfort levels to ensure success in customer service sales. As managers, we can take the following techniques up when equipping the representatives the necessary skills called for in the job. (More) Thoughts from Shaun: I'm perplexed. If you believe everything you hear in the media (which, of course, we all do), the world's economic troubles have hit the bottom and are beginning to bounce back. Good Things appear to be on the way. Now, like a race car driver who slowed down to enter a hairpin turn, it will soon be time for organizations to begin the aggressive acceleration back to full speed. A significant part of their success will hinge on how well they are able to deliver on customer service. The ROI of truly outstanding customer service is becoming more and more evident every day. A survey released last week on the Chinese banking industry (highlighted below) claims that financial institutions with outstanding service have a profit margin growth rate of 21 times that of those with poor service. That is an unbelievable 2,100% difference. Wow. Intuitively, we all know how much of a difference customer service makes. We've all had those horrible experiences that we've told countless people about, then vowed to never do business with the company again. We've also all had those wonderful experiences when we meet an individual or organization that genuinely seems to care about us. We know, first hand, the impact that customer service has on people. Why is it, then that so many of us seem so willing to accept mediocrity in our own organizations? I can't begin to count the number of times I've heard people say things like "Oh, that's just Fred - he's always like that," when referring to an employee who is exhibiting substandard customer service. Similarly, I hear senior executives valiantly trying to rationalize why they can't (won't) change company policies and practices that they know irritate their customers. Clearly, people perceive that there is some sort of risk - but I'm just not really sure what it is. The payoff of a team who is well-trained and motivated to deliver world-class service, and an infrastructure that is customer-focused is incontrovertible. The cost of mediocrity is severe. In almost 20 years in this business, I have never seen a real, concerted focus on customer service make an organization worse off than it already is. What is holding people back? Did You Know? Great Customer Service Experiences! Although many people these days believe that great customer service is a thing of the past, a recent study has found that great customer service experiences still very much exist. In fact, the study found that what consumers describe as "great shopping" actually happens quite often, with more than half (52%) of consumers saying they had enjoyed a "wow" shopping experience, and 35% of all shoppers reporting a great shopping experience within the past 6 months. Source: The Wise Marketer: Verde Group, the Retail Council of Canada, and the Jay H. Baker Retail Initiative at the Wharton School ROI of Customer Service Banking on Good Service Cultivating highly satisfied bank customers has a profoundly positive effect on financial performance, according to a study from J.D. Power and Associates. Based on a customer satisfaction survey at 20 leading banks operating in China, the study found that banks with the highest levels of customer satisfaction experienced a growth in profit margins of 129 percent on an annual basis between 2006 and 2008. To read the rest of the findings, visit this link: http://www.chinadaily.com.cn/bizchina/2009-08/31/content_8634770.htm Customer Service In The News: Speech Self-Service Study Finds 'Disturbing' Numbers 2nd 'United Breaks Guitars' video released Poor Customer Service Holding Back E-Commerce Sales Thoughts from Shaun: I had a conversation a few weeks ago with an old friend who had just run a gauntlet of unpleasant customer service experiences. "You're the expert," he said to me angrily (like it was somehow my fault), "tell me why there are so many companies out there that are so pathetic!" Good question. Most of the companies that have profoundly and consistently poor service are largely unaware how much their poor service is hurting them. Many believe in delivering good customer service, but aren't sure the issues really lie. Far more than you would ever imagine actually think they have good service. I can't begin to count how many times I have heard senior people convince themselves they're doing a great job when every indicator is pointing to the contrary. The fact that poor service is pervasive in some organizations is due to a number of factors. These are the most common: a. Absense of champions b. Size and silos c. Apathy d. Delusions Did You Know? Customer service starts with your employees A recent study which looked at customer experiences during difficult economic times found that of the 869 companies who participated in the study, only 46% responded that their employees had been given the tools, resources and authority to solve challenges with customers. The study also found that only 41% said that they have povided their employess with a clear definition of what a positive customer experience looks like. In a time when delivering good customer service is vital for a company to survive, it is important to start with your employees, by providing them with the tools and basic knowledge of good customer service. Surprisingly, though, more than half of the companies who participated in the study haven't even done that. Source: Telus Mobility & Strativity Group Inc.
Myth MSN Money survey ranks good, bad service Delta brings back the stand-out Red Coats Comcast cares....using twitter to give great customer service AA employees to split $14 million for improving customer service Thoughts from Shaun: Well, the bad news is that the economy is still in a funk. The good news is that it looks like we might be starting to turn the corner. One of the interesting phenomenons to watch for is the slingshot effect - where companies who have excelled at customer service during the downturn will emerge from the recession much more rapidly and robustly than their competitors. There will be a lot of other interesting developments and great lessons to be learned over the next few months. Enjoy the ride - we are living in a time that will be in our grandchildren's history books! Did You Know? The Importance of First Impressions A study conducted at Princeton University, which examined how quickly first impressions are made, found that as minimal exposure time as a tenth of a second is sufficient for people to make a specific trait inference from a facial expression. They also found that while additional exposure time allows for different impressions to be made, the judgments are already anchored on the initial inference. The study also found that judgment commonly made the most quickly based on facial expressions is that individual's degree of trustworthiness. Source: Psychological Science, Janine Willis and Alexander Todorov, Princeton University Customer Service Facts & Myths Fact Myth Customer Service Is Crucial in a Downturn -------------------------------------------------------------------------------- E-retail dissatisfaction hampers economic recovery --------------------------------------------------------------------------------
Should customer service Twitter? -------------------------------------------------------------------------------- These days, businesses will "go the extra mile" to get a customer, make that sale or increase profit margins. In times where prices are extremely competitive and quality products often are difficult to differentiate across most vendors, businesses are focusing their energies on activities where the return on investment is more long-term. (More)
Did You Know? Importance of keeping the frontlines strong In this years ranking, more than half of the top 25 brands showed improved customer service scores over the last year. Among the bottom 25 of the more than 200 brands surveyed, scores mostly fell. Source: Business Week, February 2009 Customer Service Facts & Myths Fact Fact Boomers at Retail: A Cautionary Tale Customer Service Tune-Up What's good customer service? How to Play it - Smart Moves to Make Now
Thoughts from Shaun: There is a proverb, often referred to as The Chinese Curse, which reads: "May you live in interesting times." Yes indeed. And the times these days are most certainly interesting. As far as customer service is concerned, organizations today are facing an interesting paradox. On the one hand, organizations which are focused on customer service efforts are doing very well in these tough economic times. (There is a mountain of current data to support this.) On the other hand, there's a very powerful argument for fiscal prudence - resulting in many organizations cutting back on their customer service efforts. Some have reduced training, some have cut staff, some have downsized their customer loyalty programs. So which is the best strategy? It shouldn't come as a surprise that I favor the former strategy. It is, after all, how I make my living. But the philosophy is sound. When the pie is shrinking, the only way to keep from shrinking with it is to increase your share. That means increased customer retention and increased customer acquisition. It really depends, I guess, on how you choose to view customer service. If you see it as an expense, then it's expendable in tough times. But if you see it as an investment, with a genuine payback, this is a great time to press for an advantage. An increased share of market today will have significant implications in the near future when the pie begins to grow again. Did You Know? Retailers' e-channel still failing on service
Source: The Wise Marketer & eGains Communication Coordination Customer Service Facts & Myths Fact Myth Overstock, Amazon Near Top of Best Customer Service Survey E-retail satisfaction shows tomorrow's winners & losers McAllen, Time Warner discuss service complaints Best Customer Complaint Letter Ever? Did You Know? Customers reward for good customer service
Source: The Wise Markete & RightNow Technologies Customer Service Facts & Myths Fact Source: Oprah.com Fact Source: Tealeaf Technology Inc Key consumer trends for an uncertain 2009 Customer service may have saved shopowner's life Geeks at Your Service: Secret of Best Buy's Success How 'digital diseases' are damaging e-retailers Did You Know? Customers fight back
Source: The Wise Markete & RightNow Technologies Customer Service Facts & Myths Myth FBI: 2 Ballard banks thwart robbery with great customer service Online Customer Service Needs Improvement First-ever BHC Customer Day held ADACTUS Celebrate National Customer Service Week Did You Know? Customer Retention a 'Priority' during downturn The result is a dramatic turn-around from previous years, when 40% of businesses rated customer acquisition as their main concern. Source: SPSS Inc. Retail Success The most successful of the four, by far, was Walmart. This was due in large part to it's founder, Sam Walton's continuous goal to "give the customer what they want". Source: Cliff Baird, RISMedia Customer Service Facts & Myths Myth Belding Skills Training & Development expands Customer experiences: Make or break? Hospitality businesses do industry proud at Customer Service Awards Abu Dhabi Airport Services 'Going for Gold' with Olympic customer service initiative Did You Know? Shopping Frustrations The Kronos survey shows that 49% of respondents say they have walked out of a store with long queues at the pay point without making a purchase; 25% have walked out and taken their business elsewhere to find a store with shorter queues. Source: Business Intelligence - Middle East. Justin Smith, June 2008. Driving Clients to Rivals The study also found that 38% of respondents will stop doing business with a financial firm as a result of poor service, while 76% said good customer relations was the key reason behind their choice of provider. Source: ifaonline.co.uk. Scott Sinclair, July 2008 Customer Service Facts & Myths Myth New Focus on Customer Service as Economy Slows PVH, MCR Earn Customer Service Awards Public Sector Customer Service Competition Launched Avis rolls out 3 Minute Promise service Did You Know? Canadian Customer Service Trends The top ranked factors that make service great were:
Most respondents said that they generally receive good customer service and 73 per cent said they had received good customer service in the past month, an increase of 11 per cent over last year. Source: CanadaOne E-zine. Julie King, June 2008. Customer Service Facts & Myths Fact
Fact Customer Service In The News: Good service beats a loyalty scheme, Canadians say Air Canada's Heathrow Based Customer Services Team Honoured with Outstanding Service Award Study: Offshore outsourcing dings customer satisfaction; Taking back office offshore ok Good service counts most in the credit crunch Did You Know? Linking Brand Loyalty to Customer Care Some Key findings:
Customer Service Facts & Myths Myth Customer service looks different from the trenches than from the C-suite Study confirms a lack of win-back strategies Believe It or Not, Someone's Listening The Customer Service Hall of Shame Did You Know? What drives brand loyalty? 1. Satisfaction (51%); Source: The Wise Marketer Why do people switch services? Source: Customer Switching Behavior in Service Industries: An Exploratory Study. Susan M. Keaveney Customer Service Facts & Myths Myth Fact Online Websites Help Score One for Consumers Investigators put Customer Service to the Test Drive Towards Better Customer Service Southwest Airlines tops in Customer Service |
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