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May 2015
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Costco vs. Sam’s Club, who has the edge?

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So many articles have been written on shopping at a warehouse or wholesale club like Sam’s Club and Costco. An article I recently read was written in 2012 and it asked why in the world would anyone shop at a place where they never advertise, have no signs in its aisles, don’t bag what you purchase and charges you a fee just to walk in the door?

How do they do it? Click here to read the blog post


Customer Service Survey and NET (Net Promoter Score)

Every firm seems to be doing some type of customer service survey. It is becoming over kill. I can see every 5th call but NOT every transaction. I fly a lot. Delta airlines who has never spent much money on training their staff to deliver great customer service, loves surveys. I am a Platinum flyer, one of the highest users of Delta. Too much time on EVERY call is spent asking if I want to do a survey when the call is over. I always say “no” and then.... they email me a survey to complete.

I believe it is overkill. Customers are getting tired and annoyed with the survey request. Not smart to irate your customer with a survey on every transaction. Most firms manipulate the results and questions. Yes I know the NPS has just one simple question. Would you recommend us to a friend?

Years ago Target had a survey and the results were so bad they just changed the survey and no longer had any problems. I recently needed a replacement bag for an outside leaf blower called Worx. Their web site like most firms talks about the incredible focus on customer service. It takes them 2-3 days to respond to emails. They do not have enough people answering the phone. I hate 30 minute hold times (especially when they talk about their customer service focus). Their survey questions were really not related to my concerns. The product is great but the problem is when you need customer service. It took me 6 days to get a replacement bag, that’s way too many emails and phone calls.

Customer service surveys and NPS’ are fine but NOT 100 PERCENT OF THE TIME. IT WILL DESTROY YOUR REAL OJECTIVE WHICH IS TO BUILD A CUSTOMER SERVICE BRAND.


Comcast $45 Billion acquisition of competitor Time Warner Denied

The FCC turned down the merger because Comcast would have too big of a market share. I think the real reason is because Comcast has NO brand equity. They have the worst customer service scores in the US. “Comcast is one of the worst and most consumer-hostile corporations on the planet,” stated a customer from Oakton, VA.

They spent over $22 million on political contributions to leverage their support with Congress. The money for the first time did not work. In 1980 one of my first customers was Northwestern Bell Telephone. They had a Telsam survey which measured customer satisfaction. We made a huge impact.

Large companies who fail to understand the power of great service will have the same problems Comcast had. I am not sure top management understands how negative an image they have with consumers.

According to The Free Press, this failed attempt to monopolize Internet access should put Comcast, AT&T, Verizon and other industry giants on notice. Rather than spending millions to eliminate their competition, these companies should build better networks and improve their services.


Special Pricing

Order any program online over $1000 and receive a $200 coupon for all orders placed by June 30, 2015

Use Code June 30

New SQI programs:


Customer Service Performance Standards Available Electronically - The Software is free.

THIS IS READY FOR IMPLEMENTATION. ALL CUSTOMERS WHO WANT TO be sure of the results of our programs can use this free software. If an employee goes  through any programs of SQI the software can be used to identify their customer service performance based on BEHAVIOR AND ATTITUDES. It focuses on the skills we teach in the program they went through. The software will track their participation with each program and measure their performance over each program. The software can be installed on your computers or you can use SQI's.

Companies spend a lot of money on surveys and mystery shops. We are focusing on the leading edge skills and behavior we are teaching in the programs clients use.

 

 

John Tschohl
President
Service Quality Institute
Minneapolis, Minnesota 55420
Office 952-884-3311
Cell 612-382-5636
http://movingup.johntschohl.com
www.customer-service.com
www.JohnTschohl.com


 
In this issue
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»Costco vs. Sam's Club, Who Has the Edge?
»Customer Serice Survey and NET
»Comcast $45 Billion Acquisition Denied
»Special Pricing
»Customer Service Performance Standards Available Electronically

John Tschohl, President Service Quality Institute

  • In The Media:

» Complaining Customers Are The Best Motivators - The Wise Marketer

» Move Customers Into The Profit Zone Call Center Times

» Becoming A Brand Your Customers Fall In Love With - The Retail Observer 

» The Importance of “The Little Things” - Call Center Times


Certification Seminars:

September 14, 2015 Minneapolis, MN - Feelings (Certification)
Sign up here

September 14-16, 2015 MInneapolis, MN - Certified Customer Service Leader (CCSL)
Sign up here

September 14-17, 2015 Minneapolis, MN - Certified Customer Service Trainer (CCST)
Sign up here

September 16-17, 2015 Minneapolis, MN - Leading Empowered Teams (Certification)
Sign up here

 
 
 
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