Customers lash out over service
A User Experience result that might have been expected ...
"Efforts by companies to improve customer service through the internet and other new technologies have failed to improve service standards and produced a backlash from consumers, according to survey results.
Customers gave the thumbs down to the way companies have overhauled sales operations with the help of technology, onshore and offshore call centres. Almost 70 per cent of the 1,000 plus consumers surveyed declared that service has not improved over the last five years.
Consultants have helped drive the shift in selling by advocating more sophisticated information technology techniques but Mr Delesalle maintains that the blame for failure lies with companies which have introduced a "self service" element but destroyed the "customer experience" in the process." continued ... (Via Telegraph)
"Efforts by companies to improve customer service through the internet and other new technologies have failed to improve service standards and produced a backlash from consumers, according to survey results.
Customers gave the thumbs down to the way companies have overhauled sales operations with the help of technology, onshore and offshore call centres. Almost 70 per cent of the 1,000 plus consumers surveyed declared that service has not improved over the last five years.
Consultants have helped drive the shift in selling by advocating more sophisticated information technology techniques but Mr Delesalle maintains that the blame for failure lies with companies which have introduced a "self service" element but destroyed the "customer experience" in the process." continued ... (Via Telegraph)
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