Consumers Less Willing To Put Up With Poor Customer Service
American consumers are an ever-changing breed, and a smart businessman knows to stay ahead of them – or at least to keep up. This year, according to the American Express Global Customer Service Barometer, consumer changes include being less willing to deal with customer service that they view as becoming worse.
This recently released report includes several undeniable trends and unsettling statistics regarding American consumers:
- 60% believe businesses haven’t increased their focus on providing good customer service
- 78% have ended a transaction or not made an intended purchase due to poor service
- 70% are willing to spend an average of 13% more with companies they believe provide excellent customer service
Business News Daily analyzes the report in an article here (http://www.businessnewsdaily.com/small-business-customer-service-1250), pointing out that 56% of consumers admit to having lost their temper with a customer service professional. More than half of those surveyed have encountered customer service so frustrating that they asked for a supervisor or simply gave up. Giving up should not have to be an option for consumers or those dedicated to improving their customer service.
IntelliShop Study Finds San Diego Padres Have the Best Ticket Agents in Baseball
The San Diego Padres earned the title of having the best season ticket agents in baseball according to IntelliShop’s 2011 Major League Baseball Ticket Agent Study (MLBTS). In this first-of-its-kind study, mystery shoppers made more than 500 season ticket inquiries around the league, and results show that the Padres’ agents consistently knocked it out of the park by providing top-notch customer handling and sales skills.
“The Padres agents did everything you want a great salesperson to do,” says Chris Denove, Senior Vice President of IntelliShop. “They not only made the effort to tell fans about all the advantages of season ticket ownership, they did so in an engaging way that showed great personality and enthusiasm.”
The Padres consistently scored near the top in over two dozen performance categories, including three important areas where they ranked higher than any other team:
- Inviting callers to the stadium to view available seat locations
- Explaining how season seats are discounted off face value
- Building rapport through casual conversation not directly related to the sale
The study found that agents across the league were consistently polite and well prepared to answer questions. There were, however, large differences in the amount of effort agents gave to proactively “sell” ticket packages.
“Whereas agents at top-rated teams make it a point to talk about the benefits of owning season tickets, many teams take a much more laidback sales approach,” said Denove. “It’s not that these teams provided a bad telephone experience; it’s just that they served more as ‘order-takers’ rather than proactive salespeople.”
Ron Welty, President of IntelliShop, says, “As fans of the great game of baseball, with teams and fans still coming out of a deep recession, and with league-wide attendance down again this season, we hope that the results of this study will be beneficial to all teams.”
Denove expects that management at some teams will be disappointed that their salespeople aren’t being more aggressive. He points out that if a fan lives in an apartment and drives a used car, a pair of season tickets may be the most expensive purchase they ever make.
The following provides a few examples of traditional selling steps that agents failed to perform consistently:
- Less than half (46%) of all agents collected the callers’ telephone number for follow up purposes
- Less than one-fourth (22%) invited callers to come to the stadium to view available seat locations
- Only one-third (32%) actually asked for the sale or deposit
IntelliShop will host a free webinar on June 2nd at 1:30 p.m. (EST) for all MLB teams to view the detailed study results. For information about the study, or to contact Chris Denove directly, email firstname.lastname@example.org, or call 877-894-6349.
ABOUT INTELLISHOP: IntelliShop is a national mystery shopping and customer experience measurement firm dedicated to helping clients understand and improve what happens at the moment-of-truth with their customers. IntelliShop offers mystery shopping evaluations, video mystery shopping, customer satisfaction research, analytics, brand audits, and employee incentive programs. IntelliShop selects from a panel of more than 410,000 evaluators to help companies measure and improve their customer experiences onsite, on the phone, and on the web. For more information, call 877-894-6349 or visit www.intelli-shop.com
American Express Survey Reinforces Value of Mystery Shopping
, TX (PRWEB) May 11, 2011
Stuff You Can Always Use
Below is Seth Godin's Blog entry from 5/6/2011. His headline for it is What's High School For? I would re-name it: Stuff You Can Always Use.
When I read it, it struck me that I practice some, not all, some consciously, some not. I think for anyone wondering how to make your way in the world, what to focus on, how to better your lot, what do you do to succeed, how to challenge yourself to grow personally, this is a good (but not complete) list to consider:
Perhaps we could endeavor to teach our future the following:
- How to focus intently on a problem until it's solved.
- The benefit of postponing short-term satisfaction in exchange for long-term success.
- How to read critically.
- The power of being able to lead groups of peers without receiving clear delegated authority.
- An understanding of the extraordinary power of the scientific method, in just about any situation or endeavor.
- How to persuasively present ideas in multiple forms, especially in writing and before a group.
- Project management. Self-management and the management of ideas, projects and people.
- Personal finance. Understanding the truth about money and debt and leverage.
- An insatiable desire (and the ability) to learn more. Forever.
- Most of all, the self-reliance that comes from understanding that relentless hard work can be applied to solve problems worth solving.
Apply as needed!
Beware Of Excellent Reviews
About a year ago, I went through the process of purchasing a new car. My salesman was personable, and overall the experience was pleasant. When we finished, he handed me a customer survey to fill out. The salesman explained it would be sent on to the manufacturer to monitor the dealership’s overall performance and my experience. Incredibly, I was then told by the salesman that should I mark all areas ‘excellent,’ I would get my first oil change free. I’m thinking that the manufacturer is getting a lot of ‘excellent’ surveys from this particular dealership! Honest feedback, it would seem, is a premium for corporations.
According to Chris Casey, a contributor on Forbes.com, “Getting meaningful, honest feedback from customers can be an amazing tool for managing your business.” He added that the process needs to be independent of the provider or department getting surveyed.
Not news to us of course, but Chris goes on to explain some specific benefits on why having an independent process in place can provide huge leverage for a company, including:
Immediate feedback to fix a problem – allows you to respond in a way that can salvage a customer that would otherwise be lost. The statistics are overwhelming that customers will be MORE loyal after having a bad experience that the company fixes.
Feedback to recognize great performance – one of the most important reasons that people work is to be recognized. Comments and scores become the basis for significant and meaningful recognition for associates. Letters, plaques or dinner for two will go a long way to motivate and increase their commitment to your company.
Great, independent feedback brings a great opportunity for improvement. With improvement comes more loyal customers and happier employees.
So is the moral of the story “beware of constant excellent reviews?” Actually, yes it is. From the consumer side; however, I can say, I did enjoy my free oil change.