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It’s just about impossible to fi nd a marketer that
doesn’t refer to his company’s “exceptional” or
“outstanding” or “stellar” customer service. But
if all companies really are offering exceptional
service, why did consumer satisfaction with online
shopping fall in April, according to the e-CSI survey
by eDigitalResearch and IMRG, from a high of 79.6
percent in November to 78.3 percent?
T
actics
Here are a few more facts and fi gures that may
make you think twice about how good
your customer service is and why it’s
critical not to rest on your laurels:
*
Of the 200 consumers surveyed by speech-
recognition solutions provider Nuance, 60
percent had had at least one
less-than-satisfactory call centre
experience in the past year.
*
Tealeaf, a provider of online customer
experience management solutions, found that 42
percent of consumers who had a bad experience
with a company’s contact centre when calling about
website issues stopped doing business with the
company altogether. What’s more, 51 percent of
those who had contacted a call centre about an
online problem did not get the problem resolved.
*
Good service is the number-one
pages 9-14
driver of customer loyalty, according to
Special focus:
ecommerce services provider The Logic Group
customer service
and IPSOS Mori, with 34 percent of 1,999 survey
Profi ting from your call centre,
participants citing it. Along the same lines, 44
web self-service, and using social
percent said that poor customer service was most
media to engage with customers
likely to prevent them from spending more with a
company.
pages 16-17
Lists and data
*
Of the 1,600 consumers surveyed by web
Calculating lifetime value
hosting provider 1&1 Internet, 65 percent search
the web for information about an online merchant,
pages 18-19
including its service and reputation, before making
Delivery and distribution
a purchase.
Seven areas to focus on to
improve supply chain effi ciency
pages 20-21
Ecommerce
Kick-start your web analytics
programme
page 22
Small-business spotlight
A guide to evaluating IT suppliers
page 23
Executive suite
Finding new funding
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