What does Poor Customer Service REALLY do?

What does Poor Customer Service REALLY do?

We are all aware that poor customer service affects your business negatively. But what makes customer service “poor” and what are some of the negative effects of bad customer service? Poor customer service often consists of automated self-service, long wait times, inadequate attention to detail, and inexperienced customer service agents (Salesforce). Customer service might also be bad because of a rude customer service agent. Perhaps you have to speak with four people before you get the answer you need. These are some of the major bad practices with customer service, but there are certainly others. Here are a few statistics for you that might encourage your business to kick up the customer service a few notches. The Stats: 66% of customers switch businesses due to poor service (Accenture). 40% of customers start purchasing from a competitor because they great for customer service reputation (Zendesk). 25% of customers switch businesses because they are tired of being put on hold (New Voice). 32% of customers change businesses because they are fed up with speaking to multiple agents (New Voice). 53% are irritated if they don’t speak to a real person immediately (New Voice). 56% of customers have to re-explain an issue when speaking to customer service. 72% blame their bad customer service experience on having to explain their problem to multiple people (Zendesk). 58% are willing to spend more on companies that provide excellent customer service (American Express). It is 6-7 times more costly to obtain a new customer than it is to keep an existing one (White House Office of Consumer Affairs). After reading some of these stats, it’s easy to see...
3 Ways to Harness Customer Responsiveness through Technology

3 Ways to Harness Customer Responsiveness through Technology

This past weekend, I was in Vegas for the NADA Convention. I ate some pretty delicious food – a carb-overload to say the least. There was one restaurant I particularly enjoyed, not because the food was so great (side note: it was), but because the customer service was fantastic. Several times, before our table even realized we wanted more chips or water refills, a waiter was right there refilling our glasses or chips. This is one of the keys to great customer service: Meeting a need, sometimes before the customer even realizes it. Great customer service translates into higher customer responsiveness for your business. These days, the right technology is crucial when it comes to customer responsiveness. The use of technology can either make or break your dealership. Effective technology makes all the difference when communicating with your customers. So how can you harness the technology within your dealership to improve your customer service?   1) Make all channels of communication readily available to the customer. As a customer, can I reach your dealership in a way that’s convenient for me? Do I have to hunt for an email address on your website? When I call, does it take several minutes to speak with the right employee? Is there a way that I can communicate with your dealership if I have a quick question? Does your dealership have a successful texting platform? “A 2012 study found that text was the highest rated contact method for customer satisfaction out of all other customer communication channels. Text earned 90 out of 100 points, while phone earned 77 out of 100 and...
5 Ingredients when creating Hug-worthy Software

5 Ingredients when creating Hug-worthy Software

I followed my wife to a local Audi store last week so she could drop her car off for service. I walked in to see the new facility and to say hi to the salesperson I bought the vehicle from a few years ago. While standing at the receptionist’s desk, I couldn’t help but ask her what software the sales team was using for their CRM. I mentioned some of the more popular ones and she looked at me with a blank stare saying… “I really don’t know the name of it.” Just then, a sales associate who was standing 10’ feet away spoke up and told me the name of the software and said “it should really be called “Dealer-Stink.” He then asked, “How do you know so much about CRM software?” I simply said, “I founded a company 28 years ago called Autobase that was a pioneer in CRM for Automotive.” Without saying a word, the salesperson walked over to me and gave me a HUGE BEAR HUG saying – “man I miss that… we used it at my last dealership and it was the best thing ever… it was so easy to use!” Just as the HUG commenced, my wife walked into the showroom. Awkwardly, I quickly introduced my wife to the administrator and my new acquaintance. As we were walking out, my wife said, “It looked like you just saw an old friend” and I said, “no, he just really liked our software.” So what is hug-worthy software and how do you create it?   Below is a quick list of 5 key ingredients: 1....