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Dave Heisey : Crestcom | Raising the Customer Service Crossbar

Michigan Business Beat
February 22, 2019 12:00 PM

EN_BPM_01A_SocialDave Heisey discusses with Jeffrey Mosher a Crestcom study module which reviewed ways for companies to raise the customer service crossbar.on this segment of the Michigan Business Beat.

Dave is President of DRH Enterprises, LLC, Holt, MI, and a Crestcom training facilitator in Michigan.

In a New Yorker article published in 2010, a survey of 300 big companies asked executives if their businesses provided “superior customer service”? The answer: 80% felt they did. And when customers of these large organizations were asked how many companies deliver “superior customer service”? The answer: 8%. This tremendous gap in perception is both hard and not so hard to believe.

There are many organizations that have customer service centers, and on-line help departments, followed by surveys to check on how the service representatives performed. But a more comprehensive look at customer touch points might reveal the complexity of achieving a completely satisfied customer - which is the level necessary to significantly improve repeat business.

In other surveys, customers who were merely satisfied were not very likely to be a repeat purchaser. Your organization might have as many as 10 customer touch-points, beginning with your web site or social media sites where potential customers are doing research on your organization. If you have a lousy web-page, you’re providing a negative initial experience for your potential customer - and you’re not likely to hear about that in any kind of a survey!

If you’d like to learn more about the customer touch-point, and how your team can increase the experience for your existing and potential customers, feel free to contact me - I’m happy to discuss these concepts in greater detail. 

To hear Dave and Jeffrey discuss Conflict Resolution Techniques, click play on the PodCast below.

Michigan Business Beat, hosted by Chris Holman, discusses economic development, new or unusual entrepreneurial initiatives, and successful business practices from different regions and industries around Michigan with a wide range of entrepreneurs and business leaders.

8:00 AM every Monday through Friday
Replay: 8:00 AM, 2:00 PM, 8:00 PM, 2:00 AM The music for 'Michigan Business Beat' is graciously shared use of Phil Denny's "Traffic Jam" off his 2012 CD 'Crossover'

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