February 11, 2009
Outstanding service has always been a labor of love for us. We don't do it because of ROI, but because after years of running Glance we still get a wonderful feeling when somebody uses our desktop sharing product. Good service flows naturally from genuine gratitude.
All the same, we're glad to see a recent Harris Interactive / Right Now study on Customer Service Impact revealing an upward trend in the importance of customer service. In 2008, 87% of all consumers stopped dealing with a company based on a bad service experience. 84% will spread the news of the bad experience via word of mouth.
Ouch. Glad we don't have to worry about that.
On the sunny side, over half of consumers are willing to pay more for better service – even in a down economy. Most respondents said that good customer treatment is the easiest way to get them to spend more on additional products and services.
It's nice to have our bases covered going into this trend. If our service helped our bottom line over the years, we're glad. But either way, we answer live, and on the first ring when you call. Always have, always will.
Not because of ROI, but because we're eager to hear what you have to say.
Of course, we'll take the ROI, too. :)