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Customer Service Information |
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The Consumer Power
While most companies talk about consumer friendliness, customer centricity, customer relationship etc. more often than not they are mere lip service or jargons with little sincerity behind these grand sounding words. When a company lacks the sincerity to deal with their customers fairly, some one comes along and puts the company on the dock and though the trial by the customers may be long drawn out it is ultimately the death sentence for the brand or the organizations itself many a times. There are hundreds of recorded cases of companies going down the tube in spite of the best possible product and high visibility promotions just because they failed to take care of the customers in all sincerity. Jeremy dorosin and the Starbucks is a case in point where one single customer created a movement and media attention so wide that the company had to close shop. Starbucks coffee simply refused to acknowledge the genuine grievance of a customer and laughed him off. In spite of their claims of people oriented service, they failed to note a genuine customer complaint. When Jeremy Dorosin went to the media and the internet, millions of affected customer whether of starbucks or other companies joined in to orchestrate their protest against the high handedness of big business? The unfairness was visible when Starbucks painted Jeremy Dorosin as a nut. The company had to close shop ultimately and we now have the famous term Starbucked out of this customer victory. Just do a search of the word Jeremy Dorosin in any search engine and you can read all about it. The point that needs to be raised here is: Can the customer be used like a whore? Use them and discard them when you feel like. Is he just a number; the more you have the better is your bottom line. Or is the customer going to be an important component around which your business revolves. Would you like to shortchange the customer for your short term profits? Do you react differently to your customer and you as a customer? Is your entire organization designed to revolve around the customer or only your Sales and Customer Care have to think about them and rest of the organization is trying to beat the customer orientation by an accountant mind set. These are just the basic questions you need to ask yourself if you want to survive and profit from business. As Peter Drucker said almost 50 years back, Customer is Business. Decide whether you want run a business or run out of it by forgetting the customer. R.G. Srinivasan is a Certified Trainer, Writer and Author with more than two decades of managerial experience. He writes a regular blog on management thoughts which you may check out at http://management-thoughts.blogspot.com for interesting articles on management, managerial resources, strategies and experiences.
MORE RESOURCES: AI Chatbots Are Ready to Talk to Customers. Sort of. The Wall Street Journal Pricing, AI, DPA, Customer Service Tools; Bill Emerson Interview; Training This Week; STRATMOR CD Workshop Mortgage News Daily Samsung Electronics Canada Customer Service Wins Bronze in ‘Best Use of Omni Channel' at International CX Awards 2024 Yahoo Finance Qme secures $3M funding to streamline customer service across Africa Techpoint Africa Building Competitive Advantage in Customer Care Through AI The Business of Fashion 311 Customer Service Center City and County of San Francisco FTC Finalizes Order with H&R Block Requiring Them to Pay $7 Million and Overhaul Advertising and Customer Service Practices for 2025 and 2026 Tax Seasons Federal Trade Commission News Ikea expands integration with assembly services platform Chain Store Age JEA is inviting bids for 19-story downtown tower that used to be its headquarters The Florida Times-Union Consumers Demand Enterprises Modernize to Improve Ailing Customer Experience, Says Research Business Wire American Lamprecht Enhances Visibility for Air and Ocean Shipments Using Descartes Solution Supply Chain Dive Women in Fintech: A Conversation About Loyalty Ecosystems in Financial Services with Becky Hill Finovate Neterra Enhances Its Customer Service Monitoring System Total Telecom Gladly Named a Leader in Constellation ShortList™ for Digital Customer Service and Support PR Newswire QueueKiosk™: Saving Thousands of Active-Duty Man Hours & Improving Customer Service at the MPF Office Kiosk Marketplace Finally, hard data on a real-world AI business use case: It’s huge for customer service Sherwood News Liverpool reinvents customer service through digital platform ComputerWeekly.com CSPI & Nutrition Action Customer Service CSPI Newsroom Firm to expand customer service in Yorkshire with new service centre Golf Business News Textron Aviation to Open New Service Facility at Essendon Fields Airport, Expanding Capabilities in Australia Pittsburg Morning Sun Help Department of Taxation and Finance Six Game-Changing AI Customer Service and CX Strategies Hospitality Net Consumer Directed Personal Assistance Program (CDPAP) New York State Department of Health Cigna's customer-centric strategy could ripple across the sector Modern Healthcare Major AI Success Story: Giftify Achieves 40% Faster Customer Response Times with Enterprise AI StockTitan How banks can build consumer confidence with stellar customer service Insights by Samsung Contact Us About Your Bill myclearwater.com Customer Service Center apps.tampagov.net 311 - Birmingham’s Customer Service Center City of Birmingham (.gov) DESCO's meeting held to enhance customer service and power reliability The Business Standard Palm Coast Utility Department Celebrated for Enhanced Customer Service City of Palm Coast 70% of customer service to rely on AI by 2028: Gartner Outsource Accelerator Customer Service & Support Hillsborough County (.gov) My experience as a Customer Service and Sales Intern Toby Shapiro's Experience at A.D. Sutton and Sons Chapman University 3 Ways To Quickly Make $50 GOBankingRates Delta’s annual profit-sharing day spotlights ‘people first’ strategy The Atlanta Journal Constitution Welcome to Riverside Public Utilities City of Riverside (.gov) Celebrate Customer Service Week City of Riverside (.gov) Which companies have the best customer service? Amazon, Shein, Costco among top-rated brands USA TODAY Con Edison Proposes Investments to Meet Growing Demand for Clean Energy, Enhance Customer Support T&D World Contact Reverb Support Reverb Charter Names Robyn Tolva Senior Vice President, Customer Service Reliability | Charter Charter Communications America's Best Customer Service 2025 Newsweek 8 strategies for using AI for customer service in 2025 Sprout Social Attorney General Bonta Demands Better Customer Service for Californians California Department of Justice AI for Customer Service Market worth $47.82 Billion by 2030 - Exclusive Report by MarketsandMarkets™ PR Newswire Can artificial intelligence rescue customer service? The Economist Permits–customer services King County Lifeline Support for Affordable Communications Federal Communications Commission Department of Transportation Governor Tom Wolf President Biden Announces New Customer Service Actions, Targets Subscriptions and ‘Doom Loops’ CX Today 11 key elements of excellent customer service Business.com Launch of New Districtwide Customer Service Platform The School District of Philadelphia Shep Hyken, HPU Customer Service Expert, Mentors Students and Staff High Point University Summer EBT | Department of Human Services Governor Tom Wolf Video Quick Take: Intercom’s Brian Donahue on How AI Agents Can Be Your First Tier of Customer Service Support HBR.org Daily |
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