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Top : Research Articles For Customer Service: Here, you'll find research findings and results about customer service techniques, return on investment and related topics.
Articles:
Antecedents and consequences of employee engagement - by Marketing ScienceIt's interesting that peer reviewed journal articles often find different results than those found by commercial research companies. In this study that looks at pre purchase expectations, disconfirmations (disappointment) results suggest customer satisfaction perceptions are different in different situations. Some interesting implications in the real world. (Added: 15-Jul-2011 Hits: 13 )
Statistically Speaking - Some Customer Service Related Numbers - by na
65 percent of respondents in a survey conducted by BenchmarkPortal on behalf of Purdue University's Center for Customer-Driven Quality and staffing firm Kelly Services admitted that they would probably lessen or completely terminate their dealings with a company that outsourced its customer call center overseas. More customer related survey statistics are included in this article. (Added: 1-Jun-2005 Hits: 1238 )
The Cost of Poor Customer Service - by Mila D'Antonio
It would be good research if it wasn't set up as propaganda. Of course some vendors win and some lose, so the numbers are not that useful."But according to a new a new international consumer survey from Genesys Labs in conjunction with Datamonitor/Ovum called "The Cost of Poor Customer Service: The Economic Impact of the Customer Experience and Engagement," the cost of customer service in 16 major industrialized economies causes businesses to lose a total of $338.5 billion per year when customers defect and abandon their purchases as a direct result of poor customer experiences. A total of 8,880 consumers, at least 500 from each country, were selected from all ages and income groups and surveyed for the report. (Added: 22-Aug-2010 Hits: 1788 )
Organisational Culture of Customer Care: Market Orientation and Service Quality - by Kenneth Green
The purpose of this study is to assess the proposition that adoption of a market orientation leads to improved service quality for service sector organisations. We argue that an organisational culture incorporating customer care as its central tenet and involving efforts to understand the needs of customers through a market orientation enables the organisation to provide quality services that satisfy the identified customer needs. Data were collected from 15 service providers using the MORTN scale to measure market orientation and the SERVPERF scale to measure service quality. (Added: 13-Jul-2011 Hits: 33 )
Customer service better online than in stores: survey - Nov. 23, 2004 - by CNN
Shoppers said customer service is better in cyberspace than in stores, according to survey results released Tuesday by a retail industry group. (Added: 24-Nov-2004 Hits: 1442 )
Stop Trying to Delight Your Customers - Harvard Business Review - by HBR
The idea that companies must “delight” their customers has become so entrenched that managers rarely examine it. But ask yourself this: How often does someone patronize a company specifically because of its over-the-top service? You can probably think of a few examples, such as the traveler who makes a point of returning to a hotel that has a particularly attentive staff. But you probably can’t come up with many.""Now ask yourself: How often do consumers cut companies loose because of terrible service? All the time. They exact revenge on airlines that lose their bags, cable providers whose technicians keep them waiting, cellular companies whose reps put them on perma (Added: 14-Sep-2010 Hits: 264 )
Does Offshoring Impact Customer Satisfaction? b - by Jonathan Whitaker
Anecdotal reports suggest that offshoring may have negative implications for North American consumers. Despite the anecdotal reports, North American firms are increasingly offshoring front office functions such as customer service and back office functions such as IT. This leads to two primary research questions. Does front office offshoring actually have negative implications for consumers? If so, why would firms increasingly offshore in the face of evidence that offshoring has negative implications for consumers? This research addresses these questions by considering the relationship between offshoring and customer satisfaction. Customer satisfaction, expressed through the American Customer Satisfaction Index (ACSI), is an important indicator of firm performance. Higher ACSI scores have been linked to higher firm profitability, shareholder value and risk-adjusted stock returns. (Added: 13-Jul-2011 Hits: 21 )
Do Companies Really Value Their Customers? - by Ray Miller
Apparently not enough! Last week American Express released the findings of its Global Customer Service Barometer, a survey conducted in the U.S. and eleven other countries exploring attitudes and preferences toward customer service." "Following the release of this survey I expected to hear alarm bells going off across the corporate world but so far at best I have heard only a resounding tinkle. Maybe it’s the dog-days of summer or perhaps the FIFA final last week. Regardless, these survey results are an important wake-up call and if you want to improve you organization’s performance you will want to have a hard look at it." "We all know that there is plenty of corporate rhetoric and advertising which espouses the importance of the customer but I am sure you will agree that actions speak louder than words. Far too many companies are not living up to their promises and the Amex survey results confirm this." "Depending on where you conduct business, 4 to 6 out of 10 customers believe that most companies are helpful, but don’t do anything extra to keep their business. While on the surface this may seem to be acceptable... (Added: 17-Dec-2010 Hits: 196 )
Customer Service - Return on Investment Report (pdf) - by TARP
Eleven page research report presents findings on the value of customer service across industries, charts, and methods for calculating ROI for customer service strategies. (Added: 27-Nov-2004 Hits: 1621 )
The internal service encounter - by Dwayne D. Gremler, Mary Jo Bitner and Kenneth R. Evans
Do the same events and behaviours associated with service satisfaction or dissatisfaction for external"customers apply also to internal customers? (Added: 28-Nov-2004 Hits: 1270 )
Gartner Reveals Five Social Software Predictions for 2010 and Beyond - by Gartner
Through 2012, over 70 percent of IT-dominated social media initiatives will fail.""When it comes to collaboration, IT organizations are accustomed to providing a technology platform (such as, e-mail, IM, Web conferencing) rather than delivering a social solution that targets specific business value. Through 2013, IT organizations will struggle with shifting from providing a platform to delivering a solution. This will result in over a 70 percent failure rate in IT-driven social media initiatives. Fifty percent of business-led social media initiatives will succeed, versus 20 percent of IT-driven initiatives. (Added: 18-Jul-2011 Hits: 20 )
Temkin Group insight report: May 2010 customer experience survey - by Leon Paternoster
This report was compiled from a survey that was conducted by the Temkin Group during May 2010. The purpose of the research was to identify the current state of customer experience within companies.""The results of this research indicates companies have a strong desire to improve their customer experience. Respondents also recognize that they have a long way to go. But there’s a lot of activity underway, which bodes well for future improvements. (Added: 6-Sep-2010 Hits: 295 )
Customer service in the lead up to Christmas | smile survey - by Courtney Trenwith
Cost-cutting businesses are increasingly scrimping on customer service, according to a national survey that found Australian consumers are now less satisfied with all retailers and service providers than they were 12 months ago."While the survey named a WA based company as the best provider in the country, the head of retail in the state-claimed businesses blatantly failed to comprehend the value of customer service. (Added: 18-Nov-2011 Hits: 80 )
The Digitization of Word-of-Mouth: Promise and Challenges of Online Feedback Mechanisms - by Chrysanthos Dellarocas
Online feedback mechanisms harness the bi-directional communication capabilities of the Internet in order to engineer large-scale word-of-mouth networks. Best known so far as a technology for building trust and fostering cooperation in online marketplaces, such as eBay, these mechanisms are poised to have a much wider impact on organizations. Their growing popularity has potentially important implications for a wide range of management activities, such as brand building, customer acquisition and retention, product development, and quality assurance. This paper surveys our progress in understanding the new possibilities and challenges that these mechanisms represent. It discusses some important dimensions in which Internet-based feedback mechanisms differ from traditional word-of-mouth networks and surveys the most important issues related to their design, evaluation, and use. It provides an overview of relevant work in game theory and economics on the topic of reputation. It discusses how this body of work is being extended and combined with insights from computer science, management science, sociology, and psychology... (Added: 13-Jul-2011 Hits: 14 )
Service Loyalty: Its Nature, Importance, and Implications - by Dwayne D. Gremlera and Stephen W. Brownb
Service organizations are continually looking for ways to increase customer loyalty. Although loyalty"to tangible goods (i.e., brand loyalty) has been studied extensively by marketing scholars, relatively little"theoretical or empirical research has examined loyalty to service organizations (i.e., service loyalty)."This study extends previous loyalty research by examining service loyalty and factors expected to"influence its development. In particular, a literature review is combined with analysis of qualitative data"from over forty depth interviews to develop a model of service loyalty that includes three"antecedents))satisfaction, switching costs, and interpersonal bonds. (Added: 28-Nov-2004 Hits: 1490 )
Salesclerks on Santa's naughty list, some say - by Joyce Smith
More American Express Research about Christmas shopping and perceptions of poor customer service. Note that AE bases its research on survey methods, and its findings are usually overstated, and do not reflect actual customer behavior. new (Added: 24-Dec-2011 Hits: 80 )
20 Companies That Know How To Pamper Their Customers - by na
Yesterday we showed you the companies with the worst customer service, according to STELLAService."Find out which companies made the "elite" list with outstanding customer service."STELLAService, a company that rates retailers based on the helpfulness of their websites and customer service, has designed a ranking system to make it easier for customers to know what kind of service they are likely to receive."Here's how they rate the companies, and the stores that received the highest scores. All of the following 20 businesses were rated as "customer-obsessed." (Added: 22-Jan-2011 Hits: 220 )
The Impact of Customer Community Participation on Customer Behaviors: An Empirical Investigation - by René Algesheimer, Sharad Borle, Utpal Dholakia, Siddharth Singh
In the current research, we employ data from a field experiment to help answer this question. The data comes from a year-long study, conducted by eBay Germany, and reveals that a simple email invitation significantly increased customer participation in the firm’s community. Results also showed that community participation had mixed effects on customers’ likelihoods of participating in buying and selling behaviors. Community participation did not translate into increased behaviors as would be commonly expected. While there is no impact of participation on the number of bids placed or the revenue earned, there is a negative impact of participation on the number of listings and the amount spent. Together, these results suggest that the community participants become more selective and efficient sellers and also become more conservative in their spending on the items they bid for. The results also show that customer community marketing programs may be targeted to a broader set of the firm’s customers than just the fans. (Added: 18-Jul-2011 Hits: 111 )
The Effects of Service Quality and Word of Mouth on Customer Acquisition, Retention and Usage - by Sungjoon Nam
This paper documents the existence of the direct and indirect (via word-of-mouth) effects of service quality on new customer acquisition, usage and retention using behavioral data from the launch of a new video on demand type service. For this technology, service quality - the quality of the signal determining the number of movies available for viewing - is exogenously determined and objectively measured. This information, coupled with location and neighborhood information for each subscriber allows us to measure both the direct and indirect effects of service quality. Our identification strategy for these effects arises from both the main effect of neighbors who have previously adopted and the interaction between the number of neighbors and their realized service quality, while controlling for other geographic and demographic covariates. (Added: 13-Jul-2011 Hits: 57 )
Predicting Customer Lifetime Value in Multi-Service Industries b - by Baas Donkers
Customer lifetime value (CLV) is a key-metric within CRM. Although, a large number of marketing scientists and practitioners argue in favor of this metric, there are only a few studies that consider the predictive modeling of CLV. In this study we focus on the prediction of CLV in multi-service industries. In these industries customer behavior is rather complex, because customers can purchase more than one service, and these purchases are often not independent from each other. We compare the predictive performance of different models, which vary in complexity and realism. Our results show that for our application simple models assuming constant profits over time have the best predictive performance at the individual customer level. At the customer base level more complicated models have the best performance. At the aggregate level, forecasting errors are rather small, which emphasizes the usability of CLV predictions for customer base valuation purposes. This might especially be interesting for accountants and financial analysts. (Added: 13-Jul-2011 Hits: 12 )
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Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.