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Steven Sin, Melissa Snelling, Craig Leibelt By Jena McGregor, Aili McConnon and David KileyJena McGregorAili McConnonDavid Kiley.

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Presentation on theme: "Steven Sin, Melissa Snelling, Craig Leibelt By Jena McGregor, Aili McConnon and David KileyJena McGregorAili McConnonDavid Kiley."— Presentation transcript:

1 Steven Sin, Melissa Snelling, Craig Leibelt By Jena McGregor, Aili McConnon and David KileyJena McGregorAili McConnonDavid Kiley

2 Article Overview  Companies are finding it difficult to maintain customer service : sinking sales and declining employee morale  Companies may feel forced to trim costs, cutting too deeply can drive away customers  Customers are wanting more attention, better quality and greater value for their money  Companies are focusing more on loyal customers then one-time customers  Put customers first opposed to those that sacrifice loyalty for short term gain have performed better in this economy

3 Hertz  Richard M. Garber rented cars from Hertz times a year for business trips  Nobody was waiting with a handheld check-in device  Drag his bags to the counter to return the car  Difficult to track down Hertz employees for help  "When you're rushing for an airplane, every minute counts," says Garber. "The less convenient they are, the more likely I am to try someone else."

4 Hotels  Hotel chains such as Four Seasons and Marriot are joining up to buy goods and services, instead of each hotel buying it on its own  Coffee  Valet parking  Cleaning Contracts  Landscaping Services  The Ritz Carlton have been doing their laundry at night to save on electricity costs as well as replacing fresh flowers with potted plants  First-time customers may not notice the small changes such as the fresh flowers, but the repeat customers probably will.  That has led to a renewed emphasis on "tiering"—routing elite-level customers to better agents, nicer surroundings, or faster service.

5 Zappos.com  In the past have offered free shipping on orders and returns, and have even shipped orders overnight for any customer  Recently they are focusing their spending on a new VIP service for their most loyal customers  Now the site can only be accessed by loyal customers who receive an invitation  Promises overnight shipping  Earlier access to sales and new merchandise  "We decided we wanted to invest more in repeat customers," says Hsieh. "We're shifting some of the costs that would have gone into new customers."

6 Cheap Technology  Some companies have been experimenting more with cheap technology  Responding to customer complaints via twitter  BMW offers free Wi-Fi to customers while waiting for their vehicles to be serviced, saves costs on giving out and maintaining free loaner cars  When companies come up with simple, low-cost ways to trim costs while improving life for customers, they're likely to win in good times and bad  "I have a saying: 'Fix the customer before you fix the car,' " says Harris. "If you focus on fixing the customer's problem first, the rest is easy."

7 Top 10 in Customer Service  LL Bean  Overstock.com  Zappos.com  Amazon.com  Newegg.com  QVC  JCPenny  Coldwater Creek  Nordstrom

8 Questions?

9 Sources  tent/09_09/b htm tent/09_09/b htm  overstock-amazon-near-top-of-best- customer-service-survey overstock-amazon-near-top-of-best- customer-service-survey  19_customer_service/2.htm 19_customer_service/2.htm


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