Benefits of Consistent Customer Service Across Channels
Customers who take the time to contact a company expect to be serviced quickly and efficiently. Customers visiting your Web site may need help right now. If they send you an e-mail, they expect a rapid response. If they register a complaint, they want confirmation that you are on top of resolving that complaint. Also of concern is that the majority of customers feel that their complaint will not be heard or resolved properly, and thus do not even bother to contact the company; they simply move over to the competition. This in part explains why U.S. corporations now lose half their customers in five years. Moreover, the impact of losing customers can be significant: if you lose one customer ...
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