An Accenture survey finds that while consumers' customer service expectations continue to rise, the majority of companies aren't keeping pace, sending customers to competitors. And it's only getting easier for them to leave.
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Your Customer Service Stinks
READER FEEDBACK
Anonymous Wed, 2008-01-09 15:01
Wow - gall, irony, and outrage. One of our vendors outsourced its customer service to Accenture a couple of years ago, and its customer service promptly began to "stink". Who better than the pot to call the kettle black?
MikeM Wed, 2008-01-09 17:29
They don't even think about customer experience from the beginning. Best Buy is just now starting a consumer loyalty card. I signed up. I have to either carry the card or remember my 10-digit account number. I want to use my 10-digit phone number instead but their cs rep e-mailed they aren't set up for that. Safeway gave up on the cards because they become unreadable. Albertson's gave up on loyalty programs completely.
Of course, appearing to be helpful while not being helpful at all won't work for groceries but may work for Best Buy. It has so far with those rebate "sales." It probably depends on how often a customer _has_ to shop at your store.
And what are my competitive choices? Radio Shack demands a phone number and photo id before they'll accept my credit card. They make it real easy to shop online.
Elsewhere.
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