Julie Rinaldi No Comments

Customer Appreciation Day

CustomersNumber1Today is National Customer Appreciation Day. With that in mind, one thing I’ve noticed recently is that retailers and service providers are routinely demanding feedback on their service.

It borders on harassment. Calls, e-mails, texts are bombarding the customer, asking that they “say nice things about our service”. After having my car serviced, the person who handled the appointment and communication nearly begged me to complete the survey and give her the highest marks so she could keep her job.

I refuse to complete this sort of survey. When someone’s job is in jeopardy based on customer feedback, businesses have gone off the rails!

Another example of such tactics happened in a restaurant. The server requested that we complete the survey and asked if we could please provide the highest rankings. Otherwise his hours would be cut if he fell short of a “10” in every category.

These businesses are not seeking honest and genuine feedback. They are using customer feedback to punish their employees. What sort of manipulation is that!?

When employees are appreciated, you can be sure customers will be appreciated too!

Julie Rinaldi No Comments

The Cost of Bad Customer Service

Customer ServiceBy The Numbers

78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. Source: American Express Survey, 2011

3 in 5 Americans (59%) would try a new brand or company for a better service experience.  Source: American Express Survey, 2011

Did You Know?

A typical business hears from 4% of it’s dissatisfied customers.  Source: “Understanding Customers” by Ruby Newell-Legner

On average, loyal customers are worth up to 10 times as much as their first purchase. Source: White House Office of Consumer Affairs.

It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. Source: White House Office of Consumer Affairs

It takes 12 positive experiences to make up for one unresolved negative experience. Source: “Understanding Customers” by Ruby Newell-Legner