At Codemenders Oy we are all about customer satisfaction, something that is easier said than done. There are so many topics about customer service one could talk about. This is the intro to a series of articles regarding customer service and satisfaction as well as how the focus on better customer service can increase productivity, revenue and of course the amount of customers. These articles are made out of passion for our field. They should stimulate thoughts of customer service managers, personnel and decision makers about how important these topics are, and give them ideas on how applying parts of those to their business model and customer management strategy can bring in positive results.
One of the focus points in this series will be queuing. For several reason: all over the world people queue in banks, hospitals, stores, restaurants, public offices. 60 percent of customer satisfaction comes back to queuing or waiting. It affects everything: from brand perception to sales volumes, social media posts of customers, resource management and what not. Companies in the United States lose an estimated $80 billion in sales annually due to poor customer experiences. It does not take long to create a negative impression, especially when after five minutes of wait, a customer’s perceived wait time is twice the actual time. Most of the customers actually abandon the queue if it is not moving fast enough.
Waiting in line has became a national pass-time in Finland. It is so normal that every business owner and manager thinks that there is nothing that can be changed. With the the last two decades of mobile technology development and the increase of smart phone and devices, companies and offices have the possibility improve the customers experience and get more business intelligence.
So enjoy the upcoming articles that should cover topics such as:
- Customer personality and customer focused service
- Customer satisfaction
- Customer satisfaction metrics
- The customers brand reception
- Your customer’s feedback
- How Queues can actually support your branding
- Competitive advantages with better customer service
- Using branded apps for partner boosting (sales or campaigns)
- Using queuing app for the customer entertainment to keep the customer returning later on
- As well as identifying bottle necks and managing resources better
- And how customers social media action have an effect on your business