So, Jeff Bezos group could reduce its customer contacts in the past five years by 90 percent. According to analyses by price, 80% of customer contacts are unproductive. “Around 15 percent of the callers say: something does not work”. Learn more on the subject from Robert Bench. Every fourth customer expresses: can you tell me how… “.” “40 percent ask: where can I get…?” some companies just don’t seem to want to understand, how much money and customer goodwill put them by their behavior on the game. And instead of focusing on the development of optimal customer service, let them mislead by inefficient control instruments and processes. Most companies are unable to realign their services according to the customer needs and to optimize. You can grind everything, correct reactive only the essentials, and then, when a problem occurs instead of making fundamental changes to the base.
And these indifferent me-but no matter company ‘ there are some, especially there where short-term profitability motifs “dominate or where a technology-heavy culture prevails”, white price, who is now working as an independent consultant. “In many industries it go even to good’ or bad” offers. So it will seen more in the financial or telecommunications industry as beneficial for the purposes of marketing or product designs, if products or services characterized by high complexity. The companies believe that they thereby make better and higher-quality products while prefers a large number of customers products and services quickly and easily in the application are such as, for example, iPhone from Apple or Amazon’s 1-click, “so price. Alaska Airlines, Amazon, CheckFree, Citibank are good examples of a binding self-service service after his analysis of card, eBay, first direct, USAA, and Zappos’… “The company Nordstrom shop.nordstrom.com was almost legendary for its customer service and already two important principles of best service” established: it’ll make your customers easily “” and quickly to contact you “listen to customer inquiries and requests and act immediately”. “” Another example is the restaurant chain of the Palomino’, accepts the reservation on their website, committed in a minimum time to avoid calls to answer and thus any kind of frustration on the part of the guest from the outset “, price in the spring along with his partner David Jaffe says the book the best service is no service” has published.
“The theses of price find consent: we need the self service intelligence much more customer service anchor – first and foremost in the call center”, calls for Lupo Pape, Managing Director of SemanticEdge in Berlin. An automated system must be able to communicate easily and across many channels. It should make proposals, based on the understanding and context of the situation. “The intentions, backgrounds and the suffering ‘ of customers must be anticipated”,.