People have different personality types. It really depends on assessing one’s personality type and interests that a company who sells service can really achieve customer loyalty.
They can used all the sales and marketing whiz that they can think of, manipulate the system to their advantage but they will never be able to get into a person’s mind at all.
Some people simply don’t complain and just never go back to a service establishment. Yet, some customers complain because they care about the service provider and they believe they can become great allies.
The biggest mistakes that customer service institutions have is when they do things without asking those that they provide service as to their true intentions. Not only to they will lost such an opportunity but they lose the trust of the customer.
Financial and Non-Profits are are very good example of this. They believe using their might, their money, their connections and even political clout will create what their expectations are. They can come in various intimidating tactics, use certain so called experts and even use capitalism as a tool in their experiments.
However, my question is at the bottom line how do you really measure customer loyalty and trust even with a great pool of talents, analysts and connections. Some companies even have so many employees to engage, measure and analyze against one customer?
For it goes back to the simple saga that “Customer” is “King”. For it is only achieving the customer’s trust and loyalty that they can say their years of measuring and competitive analysis are really working.
So, I do commend people who complain sometimes but not all the time. Because, there are times that they really care about the service institution. What’s frightening is when you cannot predict and even hear a customer feedback about what they think of their service.
Hence, this is why I always say that we rather have a product driven model than a service business model. A service business model is more a very complex and complicated structure because of the service expectations are aways changing.
My challenge to all egoistic, capitalist and so called mighty experts. Perhaps, these things were never taught when you were in school. What are you going to do about it now? How are you going to sustain a daily lost in customer retention. Everyday that one customer leaves or even use the 8/20 rule is a day that will eventually delineate your Customer Service Standards and Brand.
As some economist say today, how did it get to this point, the stock market is in trouble, the credit crisis sucks, housing foreclosures are inevitable, financial institutions and non-profit organizations are taking the bite of this inflation related syndrome.
Why do Cstomers Complain and Why The Don’t?