Thursday, August 19, 2010

Does ‘Over-the-Top’ Customer Service Really Work?

In a recent article by Harvard Business Review titled: Stop Trying to Delight Your Customers; we found some interesting theories in regards to what is actually necessary when it comes to customer service. The authors examined situations in which customers either return or banish companies and came to the following conclusion:

“Loyalty has a lot more to do with how well companies deliver on their basic, even plain-vanilla promises than on how dazzling the service experience might be.”

Therefore providing over-the-top customer service may not build loyalty, but reducing the effort your clients and/or customers have to do to get their purchase made, or problem solved – will. Ultimately taking deliberate steps in this direction – rather than trying to find new ways to spoil customers may help you improve your customer service ratings, and reduce costs.

To read a partial view of this article, click here. (Note: Full article requires subscription).


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