If I want pizza, I call up and order a pizza. If I want to book a flight, I go online and book my flight. If I want to watch a movie, I’ll download from Netflix and watch it. Easy, huh?
So why is it so difficult to do the same when I have a problem and need customer service?
If I call my cable service provider, or bank, or insurance company, I don’t want to be sat there pressing buttons until my fingertips bleed, just to get to the right department. I don’t want to hear hold music for 15 minutes, only to then be told I need to go back to the department I just came from. I don’t want to be told my call is important to you when it feels anything but.
Businesses spend so much time getting their brand right; their marketing; their PR; their sales; their online strategy. But you know what?
None of this means a thing without customers. And customers do not want to feel second-rate. Strange but true – satisfy your customers and you’ll satisfy your shareholders and accountants.
How’s your satisfaction level holding up?