Call center, E-mail, Facebook, Twitter, Letter, …etc. customers today have tons of possibilities to place complains. Do customers really need all these possibilities? What does really matter for them in these situations?
Fresh article about customer experience from the Wall Street Journal addresses these questions and try to give some advices about the how-to.
A recent survey of “customer rage” found that a consumer frustrated with a problem had to contact the company an average of 4.4 times to get it resolved. Not surprisingly, customer loyalty and satisfaction drops significantly after a second call for help—and just about disappears after the third call.
Companies are spending plenty of money on call centers, websites and Twitter teams, Mr. Grainer says, but they aren’t giving the people who answer calls and emails the right tools, training and time to resolve problems. “They’re paying lots of money to make customers unhappy,” he says.