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Posted by goodmind on December 7th, 2007
There’s no question customer satisfaction is a murky concept to define. This makes the task of providing satisfactory customer service pretty troublesome. Most companies are more notorious for the “lip service“ imparted in marketing materials, than any other sort of service provided. How can the significant gap between customer satisfaction and service be closed?
Well, where there’s Web 2.0 there’s a way. Satisfaction is a new socially minded service using the “people-powered,” or crowdsourced approach to demystifying what the customer considers service. Insight is obtained instantly via on-line forum, where company employees and consumer contributors can converse about important issues, at their convenience.
Many of our own research studies often end with participants expressing their gratitude that a corporate entitity not only acknowledges, but actually seeks their opinion. Engaging the customer through a question and answer dialogue, and providing an outlet in which to vent often comes off as a “customer service” in itself.
Thus it seems that lip service as customer service is OK, as long as the customer is the one doing the talking.
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