Losing market share with bad customer service

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As an assessor of business functions, I find the topic of customer service really interesting, and despair at how often, even the simplest of errors can result in the loss of business and as such the cost of attracting that business is also wasted. I’ve been sent a link to an interesting article that was written by Jo Causon (CEO of The Institute of Customer Service) and published in the Guardian last week on how UK businesses risk losing market share due to bad customer service.

First of all this is a macro view on the topic rather than examples or case studies.

Over 70% of the UK’s working population working in customer-facing roles, making customer satisfaction central to any business’ objectives should be obvious.Customer satisfaction in the UK is at its lowest level since July 2010

  • One key indicator of this dissatisfaction is how customers view the responsiveness of organisations.
  • Younger customers in particular are driving this more demanding relationship. The 18-24 age group is the least satisfied of all and the rise of social media is feeding this culture.
  • A customer service culture needs to be led from the top so that there is a clear and visible objective.
  • Leaders must ensure that all employees have the requisite skills and authority to deal with difficult customer complaints.
  • Management must also give greater independence to individuals, allowing them to manage the speed of response that will win customers over and ensure their loyalty.

“If companies can get it right, effective customer service can bear fruit very quickly”

Another one of Jo Causon’s articles comments on the results of social media research and how brands can adapt their customer service strategies. How there has been an eight-fold increase in complaints made on social media since Jan 2014, and that the public are not using social platforms just to complain.

Next steps

Read the article in full online

Do you have examples of good and bad customer service to share? or a useful case study? If so use the comment box below or drop us a line via our contact page, or email them over to us at admin(Replace this parenthesis with the @ sign)businesswessex.org.uk

You could also read “Customer complaints made via social media on the rise

 


 

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