2010 Customer Experience Impact Report

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2010 Customer Experience Impact Report

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The 2010 customer experience impact report cited that 82% of consumers have stopped doing business with a company as a result of a negative experience. What is different from years past is that companies now understand this phenomenon and have seen the impact that a negative experience can have on its reputation and bottom line (heard of “United Breaks Guitars” anyone?). Companies invest in customer service to avoid bad experiences, but what is the impact of a positive one? The 2010 Customer Experience Impact Report, commissioned by RightNow and conducted by Harris Interactive®, unveiled some significant results on how much consumers are willing to spend to ensure a superior custo...

Also see: Study: 82% Of U.S. Consumers Bail On Brands After Bad Customer Service

Lora Kolodny

Oct 13, 2010

http://techcrunch.com/2010/10/13/customer-service-rightnow/

My next The Tentacle column is on customer service... http://www.thetentacle.com/author.cfm?MyAuthor=41

My next The Tentacle column is on customer service... http://www.thetentacle.com/author.cfm?MyAuthor=41

Also see: Study: 82% Of U.S. Consumers Bail On Brands After Bad Customer Service

Lora Kolodny Oct 13, 2010 http://techcrunch.com/2010/10/13/customer-service-rightnow/

And 2010 Customer Experience Impact Report

I just did a quick search on Soundtrack to see what I had the web site concerning customer service issues: 

New on Elliott: Should the TSA pat down kids?, things a customer ...

Apr 15, 2011

Join me for a lively discussion about travel, customer service and anything else you might find interesting. Remember, if you love opining about travel — and let's face it, who doesn't? — then you'll want to be come part of my new ...

http://kevindayhoff.blogspot.com/

Windows 7 and Burger King

Oct 25, 2009

Then again, there is the persistent problem of Microsoft's lack of any sort of meaningful customer servicesupport – or at least that was my experience a number of years ago. I laughed at this picture when I received it a number of ...

http://kevindayhoff.blogspot.com/

Dawn S. Buell, well-known bank teller and animal lover, dead at 51

May 11, 2010

Very much a community-oriented customer service person…,” Hartzler added as his voice trailed off. Surviving are her brother James M. Buell and wife Karen, of Westminster, sister Gwyn L. Buell, of Finksburg; long-time boyfriend Jeffrey ...

http://kevindayhoff.blogspot.com/

John Schaeffer 82 was among men of finance - by Kevin Dayhoff

Nov 07, 2010

Since these two tributes about Mr. Schaeffer appeared in the paper, many folks have come forward with stories about Mr. Schaeffer's great mind for business, his service to his community and his extraordinary sense of customer service. ...

http://kevindayhoff.blogspot.com/

20060820 KDDC CC Primary Election Coverage

Aug 21, 2006

They are definitely in the customer service business. (Disclosure: I was an election judge for 10 years in the 1990s…) If you see any mistakes on this page, please email me at kdayhoff@carr.org and let me know. Please include the term: ...

http://kevindayhoff.blogspot.com/

20060713 Happy Birthday Kay Church

Jul 13, 2006

The county was smaller, but county government is still small enough to know its customers and be in thecustomer service business. “I used to walk to work until the traffic began to worry me”, she lamented. Of course, what most readers ...

http://kevindayhoff.blogspot.com/

20070129 MBIA announces settlement

Jan 29, 2007

We are committed to earning their loyalty every day through our tradition of high integrity and excellentcustomer service as befits an industry leader." The terms of the settlements, under which MBIA neither admits nor denies ...

http://kevindayhoff.blogspot.com/

20060820 Carroll County Primary Election Coverage

Aug 21, 2006

They are definitely in the customer service business. (Disclosure: I was an election judge for 10 years in the 1990s…) If you see any mistakes on this page, please email me at kdayhoff@carr.org and let me know. Please include the term: ...

http://kevindayhoff.blogspot.com/

20070927 News Clips

Sep 29, 2007

Over the next nine months, Wiedefeld said, MARC plans a series of improvements in customer service -- including an overhaul of an electronic passenger alert system that now often delivers news of problems hours after the information ...

http://kevindayhoff.blogspot.com/

19991025 city space study minutes

Oct 25, 1999

in the new millennium, westminster, like most municipalities, will increasingly be in the customer service business. westminster will be forming partnerships and collaborations with the business community and our citizenry. as more ...

http://kevindayhoff.blogspot.com/

20070406 news clips

Apr 07, 2007

the report said uninformed employees led to "errant decision making" and lawsuits, that the county lacks a "sophisticated system" to track impacts from dumping in the chesapeake bay and that "customer serviceratings for the (county ...

http://kevindayhoff.blogspot.com/

*****

Kevin Dayhoff Soundtrack: http://kevindayhoff.blogspot.com/ = http://www.kevindayhoff.net/ Kevin Dayhoff Art: http://kevindayhoffart.blogspot.com/ or http://kevindayhoffart.com/ = http://www.kevindayhoff.com/ Kevin Dayhoff Westminster: http://kevindayhoffwestgov-net.blogspot.com/ or http://www.westgov.net/ = www.kevindayhoff.org Twitter: https://twitter.com/kevindayhoff Twitpic: http://twitpic.com/photos/kevindayhoff Kevin Dayhoff's The New Bedford Herald: http://kbetrue.livejournal.com/ = www.newbedfordherald.net Explore Carroll: www.explorecarroll.com The Tentacle: www.thetentacle.com

Windows 7 and Burger King

I found this ad for Windows 7 and Burger King on Twitpic: http://twitpic.com/photos/kevindayhoff here: http://twitpic.com/mlizq

I’m not sure I have the nerve to try Window 7 anytime soon. Fortunately I did not make the mistake many of my friends made by “down – err - upgrading” to Vista. I’m aware of a number of horror stories involving downtime and challenges in which Microsoft wanted writers to really be full-time Microsoft software technicians…

Then again, there is the persistent problem of Microsoft’s lack of any sort of meaningful customer service support – or at least that was my experience a number of years ago.

I laughed at this picture when I received it a number of years ago. Candidly, I would not care if customer support was located on the planet Mars, as long as it was helpful – and all too often it was not.

These days when I buy a product or engage a service, one of the determining factors in my decision to buy is how the question, “What is customer service like?” is answered.

Often when customer service is located overseas it is not really customer service but a Potemkin approach so that the company which sold the product can say that it provides customer service. All-too-often, the customer service employees located overseas are not provided with the “tools” or the training to provide real customer service.

I wonder if I am the only person in the world to have noticed that Bill Gates, the world’s richest man, made his fortune with a boorish and predacious company that sold a product that did not/does not work well – or performed poorly, was overpriced and had little, if no customer support? I’m just asking.

*****

Kevin Dayhoff Soundtrack: http://www.kevindayhoff.net/ Kevin Dayhoff Art: http://www.kevindayhoffart.com/ Kevin Dayhoff Westminster: http://www.westgov.net/ Twitter: https://twitter.com/kevindayhoff Twitpic: http://twitpic.com/photos/kevindayhoff Kevin Dayhoff's The New Bedford Herald: http://kbetrue.livejournal.com/

Dear Parents: Please Relax, It’s Just Camp July 26, 2008 By TINA KELLEY for the New York Times

Whether or not you are involved in the customer service business – working for the public in the private or public sector, you will understand this piece all too well: Dear Parents: Please Relax, It’s Just Camp July 26, 2008 By TINA KELLEY for the New York Times.

July 26, 2008 By TINA KELLEY

HONESDALE, Pa. — A dozen 9-year-old girls in jelly-bean-colored bathing suits were learning the crawl at Lake Bryn Mawr Camp one recent morning as older girls in yellow and green camp uniforms practiced soccer, fused glass in the art studio or tried out the climbing wall.

Their parents, meanwhile, were bombarding the camp with calls: one wanted help arranging private guitar lessons for her daughter, another did not like the sound of her child’s voice during a recent conversation, and a third needed to know — preferably today — which of her daughter’s four varieties of vitamins had run out. All before lunch.

Answering these and other urgent queries was Karin Miller, 43, a stay-at-home mother during the school year with a doctorate in psychology, who is redefining the role of camp counselor. She counsels parents, spending her days from 7 a.m. to 10 p.m. printing out reams of e-mail messages to deliver to Bryn Mawr’s 372 female campers and leaving voice mail messages for their parents that always begin, “Nothing’s wrong, I’m just returning your call.”

Jill Tipograph, a camp consultant, said most high-end sleep-away camps in the Northeast now employ full-time parent liaisons like Ms. Miller, who earns $6,000 plus a waiver of the camp’s $10,000 tuition for each of her two daughters. Ms. Tipograph describes the job as “almost like a hotel concierge listening to a client’s needs.”

The liaisons are emblematic of what sleep-away camp experts say is an increasing emphasis on catering to increasingly high-maintenance parents, including those who make unsolicited bunk placement requests, flagrantly flout a camp’s ban on cellphones and junk food, and consider summer an ideal time to give their offspring a secret vacation from Ritalin.

One camp psychologist said she used to spend half her time on parental issues; now it’s 80 percent. Dan Kagan, co-director of Bryn Mawr, has started visiting every new family’s home in the spring and calling those parents on the first or second day of camp to reassure them.

[…]

Read the rest here: Dear Parents: Please Relax, It’s Just Camp