I’m always in the mood for a good chuckle, but the last place I thought I would find one was in an article in MSNBC’s blog The Red Tape Chronicles by Bob Sullivan.
A new survey shows that 75% of high-tech titans say their companies provide “above average” customer care.
OK, I’ll give you a moment to stop laughing. Apparently, these CEOs don’t have to call the standard 1-800 number.
As you might expect, high-tech consumers don’t share this perception. To be precise, nearly 6 in 10 respondents told researchers they were somewhat upset or extremely upset with the way their most recent customer service experience was handled.
Seems high-tech CEOs are badly afflicted with chronic “It’s-not-us-itis.”
… So we say, ‘I understand you think you are great, but let’s do a little survey,’ said Brian Sprague, of consulting firm Accenture, in the article. According to the article, most surveys show a “disconnect between what executives and their customers think about service.
The consequences can be severe. Consumers who feel they’ve been badly treated are incredibly disloyal, the Accenture survey found; 81 percent said they’d purchase from a competitor next time.
Most companies don’t make the customer service cut. But a few companies have found ways to raise the bar in an era when word of mouth and disaster stories spread quickly.
TechSmith, makers of screen-capture utility Snagit, Camtasia Studio, Morae, and Uservue, is one such company. Good friend and TechSmith’s evangelist extraordinaire Betsy Weber was eager to answer my questions about her role.
UPDATE: Seth Godin on the value of hiring an Online Community Organizer, which he calls a “job of the future.”