The State of Customer Service Report 2009

I have published our 2009 report called: “The State of Customer Service.”

This report is from a survey I ran on this website last year. It compiles all the responses and summarizes the data as well as offering some perspective about it.

You can download the report here:

http://amazingserviceguy.com/resources/2009-State-of-Customer-Service.pdf

You’ll need a PDF reader to view it.

What’s different about this report is that it’s not just ratings and rankings. It also includes comments from people about what makes good or bad customer service. So, you can use the information in this report to actually improve the quality of service you offer your customers.

Please feel free to share this report and print as many copies as you like. All I ask is that you show me as the author and do not make changes to it. If your reference it on your website or in an article or book, I’d appreciate a link to this website.

Thanks for reading!

Kevin Stirtz
The Amazing Service Guy
952-212-4681

Service Recovery

Social Media helps Dave Carroll tell his customer service story

By Kevin Stirtz on February 5, 2010

In 2009, Dave Carroll (a professional musician from Nova Scotia, Canada) engaged a massive worldwide audience to share his customer service story about United Airlines. Using YouTube.com to deliver his message, he wrote and performed a song that has made an impact.  Some people estimate 100 million people saw his video.

You see, United Airline broke his $3500 guitar then rejected his request that they pay for it. But after his video went viral United changed their corporate mind and offered to reimburse him.  (You can see the video below.)

Read full story

Technology

When Customers Tweet – Do You Listen?

By Marilyn Suttle on February 2, 2010

When customers are having problems they want your company to help. When they can’t get help in person or by phone, they turn to their computers. Many reach out to social media sites like twitter to get a company’s attention.

Something you might not know about your customers is this: Their perception of you is damaged when you don’t respond to their tweets.

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Feedback

Burger King learns lesson about customer loyalty

By Kevin Stirtz on February 5, 2010

A recent article about Burger King points to a weakness in what seemed like a profitable marketing strategy.  It reveals lower earnings by the company at a time when many of their so-called “Super Customers” are leaving them. According to the article, BK has focused much of their marketing on customer 18 to 34 years old. And their marketing strategy has been to focus on entertaining and even irreverent (some say offensive) ads.

Read full story

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