Posts Tagged Customers
You already know that providing great service and properly looking after your customers and clients is sound business practice. But how do you measure how well you’re doing in this area?
Obviously the biggest indicator of whether you’re doing it right is repeat business. They like you – they come back for more. Another indicator is referrals. They like you – they recommend you.
But there’s a lot of uncertainty you don’t know about. Perhaps they come back because you’re convenient. They haven’t yet come across another supplier. But they could be vulnerable. They could get poached with a better offer, a different option.
We don’t know if you’ve noticed, but Starbucks, in a very American way of personalising their customer service in the UK, have now started wanting to call you by your name. This ordinarily wouldn’t be a problem; here at Powwownow we’re all for personalisation, but in this instance, it all seems a little insincere.
Apparently some customers have been having a little laugh at Starbucks’ expense by calling out names such as ‘Carol Singers’ or ‘Ben Dover’. And as amusing as that is, it’s probably detrimental to the way the general public change the way they perceive the coffee giant. Furthermore, if that specific problem escalates, we honestly think it could produce negative effects much larger than even they [Starbucks] might imagine.