Posted on August 12, 2008 by Paul Schwartz
Stop Believing What Your Customers Tell You
A recent article on Marketing Sherpa demonstrated the difference between what companies (vendors) believe are the reasons customers leave, and the real reasons customers leave. While companies cite pricing as the top reason, customers say they really leave because of customer service.
Why the Difference?
The article sights two great reasons [...]
Filed under: Credit Unions, Customer Feedback, Customer Loyalty, Customer Service, Voice of the Customer | Leave a Comment »
Posted on October 1, 2007 by Paul Schwartz
According to a story from NPR, Wal-Mart doesn’t want it’s online customers calling them so much. So they removed the customer service phone number from their website and want customers to use the online help instead. This sounds a bit like Sprint’s firing of those “pesky” customers who called Customer Service too often.
I don’t have the [...]
Filed under: Customer Analysis, Customer Service, Word of Mouth | Leave a Comment »
Posted on August 6, 2007 by Paul Schwartz
No, it’s not the title of the next movie in the Star Wars series. It is part two in a three-part series from Accenture on customer service in the technology industry. The survey mentions several review sites such as epinions.com, theconsumersreview.com, resellerratings.com, and gethuman.com. Are they effective? The report [...]
Filed under: Competitor Analysis, Customer Service, Technology Industry, Voice of the Customer, Word of Mouth | 1 Comment »
