The Voice of the Customer - Analysis
Posted: Thursday, August 28, 2008
by Juan Bustamante
None
Traditionally, businesses have been identified within the concept of Customer Service with the old paradigm, "The Customer Is Always Right". This concept has evolved to a stage where it is needed to know what the customer wants before drawbacks afloat. Let's see what American commanders from recognized organizations say about this:
J.D. Power & Associates
It has expanded itself to the concept of the customer's voice, defining the concept of Customer Service in many ways.
Jet Blue Airways
Customer Service = To Anticipate costumer's needs
There isn't any department in the airline called "Customer Service". The corporate policy is leaded to regard the customer as the raison d'tre of the company. "We are a customer-service company that happens to fly airlines."
Dell
Customer Service = Customer Experience
The experience in the process of customer service includes giving him easy access to all created media and lines strictly for complaints or demands for technical support.
To acquire the optimal experience means doing things properly when a problem arises in any team.
In 2006 they injected $150 USD per item of the customer experience: Agents of customer support and creating support centers around the world.
Costco Wholesale
Customer Service = Self - Service
Wholesalers in inventory. In fact, customers of this company do not have a thought in the customer experience. Such customers define customer service in a different way. However, they don't stop paying attention to the user. People do not expect someone to offer help, but there is someone who can respond to questions.
This Article has been viewed 41 times. (Not updated in real-time.)
Top-level comments on this article: (1 total)Interesting stuff
We want your comments! If you can read this, you don't have javascript enabled, so you can't use this comment system. Please enable javascript.