Comments on: Poor Customer Experience Costs Billions http://www.destinationcrmblog.com/2009/08/14/poor-customer-experience-costs-billions/ A blog from the editors of CRM magazine Thu, 12 Aug 2010 19:17:25 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Your Marketing Doesn’t Matter When This Happens — Communications Catalyst http://www.destinationcrmblog.com/2009/08/14/poor-customer-experience-costs-billions/comment-page-1/#comment-1813 Your Marketing Doesn’t Matter When This Happens — Communications Catalyst Thu, 27 Aug 2009 10:24:37 +0000 http://www.destinationcrmblog.com/?p=2295#comment-1813 [...] like this can happen on the front lines of your company. (News flash: they probably have.) Use solid internal communications efforts to [...] [...] like this can happen on the front lines of your company. (News flash: they probably have.) Use solid internal communications efforts to [...]

]]> By: Elizabeth Sealey - Customer Experience Consultant http://www.destinationcrmblog.com/2009/08/14/poor-customer-experience-costs-billions/comment-page-1/#comment-1801 Elizabeth Sealey - Customer Experience Consultant Wed, 26 Aug 2009 11:33:52 +0000 http://www.destinationcrmblog.com/?p=2295#comment-1801 When will companies learn that cutting call centre costs is a bad thing. Hopefully this report that shows that they've taken the hit in the pocket will make them wake up and realise that customers want human interaction with a helpful, empathetic and efficient person. When will companies learn that cutting call centre costs is a bad thing. Hopefully this report that shows that they’ve taken the hit in the pocket will make them wake up and realise that customers want human interaction with a helpful, empathetic and efficient person.

]]> By: Poor Customer Experience Costs Billions « Fredzimny’s CCCCC Blog http://www.destinationcrmblog.com/2009/08/14/poor-customer-experience-costs-billions/comment-page-1/#comment-1777 Poor Customer Experience Costs Billions « Fredzimny’s CCCCC Blog Sun, 23 Aug 2009 08:06:46 +0000 http://www.destinationcrmblog.com/?p=2295#comment-1777 [...] Comment! http://www.destinationcrmblog.com/2009/08/14/poor-customer-experience-costs-billions [...] [...] Comment! http://www.destinationcrmblog.com/2009/08/14/poor-customer-experience-costs-billions [...]

]]> By: Twitter Trackbacks for Poor Customer Experience Costs Billions | CRM Magazine Blog [destinationcrmblog.com] on Topsy.com http://www.destinationcrmblog.com/2009/08/14/poor-customer-experience-costs-billions/comment-page-1/#comment-1776 Twitter Trackbacks for Poor Customer Experience Costs Billions | CRM Magazine Blog [destinationcrmblog.com] on Topsy.com Sun, 23 Aug 2009 02:44:37 +0000 http://www.destinationcrmblog.com/?p=2295#comment-1776 [...] Poor Customer Experience Costs Billions | CRM Magazine Blog www.destinationcrmblog.com/2009/08/14/poor-customer-experience-costs-billions – view page – cached Think losing a few consumers due to a misunderstanding in customer service won't do any damage? Think again. — From the page [...] [...] Poor Customer Experience Costs Billions | CRM Magazine Blog http://www.destinationcrmblog.com/2009/08/14/poor-customer-experience-costs-billions – view page – cached Think losing a few consumers due to a misunderstanding in customer service won't do any damage? Think again. — From the page [...]

]]> By: liz http://www.destinationcrmblog.com/2009/08/14/poor-customer-experience-costs-billions/comment-page-1/#comment-1762 liz Thu, 20 Aug 2009 15:50:05 +0000 http://www.destinationcrmblog.com/?p=2295#comment-1762 its so important for any company to know why people leave so they can correct the wrongs, learn from and grow stronger. It's also just as important to understand what makes a loyal customer Loyal. Every customer facing company should spend time really understanding its database as its a huge asset, that all to often does not get used to its full potential . I have done some work in the uk and looked at pet hates when buying online and it always comes back to customer service, if you get a great service you come back if its bad you end your 'relatinship'and you feel the need to tell every one you know about the experience. One of the biggest problems I found was customers love buying on line for ease, but when they encounter a problem they just want to call a ‘real person’ if the company does not have a helpline number they will give up as emailing and waiting for help takes away the point of buying online. its so important for any company to know why people leave so they can correct the wrongs, learn from and grow stronger.
It’s also just as important to understand what makes a loyal customer Loyal.
Every customer facing company should spend time really understanding its database as its a huge asset, that all to often does not get used to its full potential .
I have done some work in the uk and looked at pet hates when buying online and it always comes back to customer service, if you get a great service you come back if its bad you end your ‘relatinship’and you feel the need to tell every one you know about the experience.
One of the biggest problems I found was customers love buying on line for ease, but when they encounter a problem they just want to call a ‘real person’ if the company does not have a helpline number they will give up as emailing and waiting for help takes away the point of buying online.

]]> By: Christopher Musico http://www.destinationcrmblog.com/2009/08/14/poor-customer-experience-costs-billions/comment-page-1/#comment-1742 Christopher Musico Tue, 18 Aug 2009 13:51:14 +0000 http://www.destinationcrmblog.com/?p=2295#comment-1742 Esteban, You make another valid point. I agree that it is good to know why people are leaving in order to spot any potential trends that should be stopped, but not at the expense of the people who are still your customers. I think that the way companies will view, interpret, and act upon information like this is dependent upon its internal culture and philosophy -- whether it is reactive or proactive, short term or long term (in terms of outlook). Is that something you observe as well, or are there other factors at play? Esteban,

You make another valid point. I agree that it is good to know why people are leaving in order to spot any potential trends that should be stopped, but not at the expense of the people who are still your customers.

I think that the way companies will view, interpret, and act upon information like this is dependent upon its internal culture and philosophy — whether it is reactive or proactive, short term or long term (in terms of outlook).

Is that something you observe as well, or are there other factors at play?

]]> By: Esteban Kolsky http://www.destinationcrmblog.com/2009/08/14/poor-customer-experience-costs-billions/comment-page-1/#comment-1739 Esteban Kolsky Mon, 17 Aug 2009 20:12:23 +0000 http://www.destinationcrmblog.com/?p=2295#comment-1739 Chris, The comment you made is valid, but also focuses on the assumption that departing clients will hold same values and perceptions as staying clients. If they are leaving, it is always good to know why to spot trends and combat them, but not to prioritize those problems ahead of the people staying. It is a question of perceived value why they stay or go, and to focus more on departing client's perceptions may incur changes that staying customers don't want to have. Chris,

The comment you made is valid, but also focuses on the assumption that departing clients will hold same values and perceptions as staying clients. If they are leaving, it is always good to know why to spot trends and combat them, but not to prioritize those problems ahead of the people staying.

It is a question of perceived value why they stay or go, and to focus more on departing client’s perceptions may incur changes that staying customers don’t want to have.

]]> By: Christopher Musico http://www.destinationcrmblog.com/2009/08/14/poor-customer-experience-costs-billions/comment-page-1/#comment-1738 Christopher Musico Mon, 17 Aug 2009 19:26:14 +0000 http://www.destinationcrmblog.com/?p=2295#comment-1738 Thank you both for your comments -- I think you both make great points. I also agree that the emphasis should be on retaining the valuable customers already doing business with your company. While this study in particular is focusing on the amount of money lost from customers leaving due to poor experiences, I don't believe that it is forcing organizations to focus on the past. Rather, I think that it could provide a basis, a reference point, for what you believe organizations should be focusing on, Esteban -- the people who are still actually customers. Nevertheless, companies have to know what they risk losing -- and also stand to receive via your statistics, Bruce -- when it comes to customer experience. Thank you both for your comments — I think you both make great points. I also agree that the emphasis should be on retaining the valuable customers already doing business with your company.

While this study in particular is focusing on the amount of money lost from customers leaving due to poor experiences, I don’t believe that it is forcing organizations to focus on the past.

Rather, I think that it could provide a basis, a reference point, for what you believe organizations should be focusing on, Esteban — the people who are still actually customers. Nevertheless, companies have to know what they risk losing — and also stand to receive via your statistics, Bruce — when it comes to customer experience.

]]> By: Esteban Kolsky http://www.destinationcrmblog.com/2009/08/14/poor-customer-experience-costs-billions/comment-page-1/#comment-1735 Esteban Kolsky Mon, 17 Aug 2009 09:53:20 +0000 http://www.destinationcrmblog.com/?p=2295#comment-1735 Chris, This is an interesting report, but it is focused only on customers lost due to a bad experience. The main focus for organizations should not be those customers already lost, but the ones that remain and have either reduced their expenditure or won't increase it due to a bad experience. The adage that is costs more to get a new customer than to retain one, and ten times more than that is the customer was lots and you must regain it, rules in Customer Experience Management. Focusing on what was lots is like crying on spilled milk: it is very rare the occasion when you can bring back a departing customer -- why not focus on the ones that are still there, and how you can increase your profitability of them? Chris,

This is an interesting report, but it is focused only on customers lost due to a bad experience. The main focus for organizations should not be those customers already lost, but the ones that remain and have either reduced their expenditure or won’t increase it due to a bad experience.

The adage that is costs more to get a new customer than to retain one, and ten times more than that is the customer was lots and you must regain it, rules in Customer Experience Management.

Focusing on what was lots is like crying on spilled milk: it is very rare the occasion when you can bring back a departing customer — why not focus on the ones that are still there, and how you can increase your profitability of them?

]]> By: Poor Customer Experience Costs Billions | CRM Magazine Blog | Study Abroad Education Links http://www.destinationcrmblog.com/2009/08/14/poor-customer-experience-costs-billions/comment-page-1/#comment-1734 Poor Customer Experience Costs Billions | CRM Magazine Blog | Study Abroad Education Links Sun, 16 Aug 2009 01:26:26 +0000 http://www.destinationcrmblog.com/?p=2295#comment-1734 [...] Poor Customer Experience Costs Billions | CRM Magazine Blog Share and [...] [...] Poor Customer Experience Costs Billions | CRM Magazine Blog Share and [...]

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