It's Official: The Less Competition You Have, the More Your Customer Service Stinks - CUSTOMER

CUSTOMER : 3/16/2015 eNewsletter   Latest Featured Articles » It's Official: The Less Competition You Have, the More Your Customer Service Stinks There's a lesson here. Companies appreciate their customers far more when there's a high chance customers will leave them and take their business elsewhere. While this may seem like a given - after all, businesses are in business to make money - it's important to note that lousy customer service costs companies money. Customers stay on the line longer, racking up long-distance charges on toll-free numbers. They call back more frequently to rectify errors, which costs contact centers money and time. They spend more money fixing mistakes than they do offering decent customer support in the first place. They waste the time of the personnel required to fix problems: managers, supervisors, back-office workers and IT professionals. » Is PlayStation Network's Customer Service a Big Game Over? Sony, in recent months, has been on top of the world gaming-wise. Having soundly thrashed its biggest competitor Microsoft at the 2013 E3 event, and proceeding to capitalize on that success through almost a year of huge sales, it's easy to think Sony could do no wrong. But new reports suggest that Sony's actively dropping the ball, and it's all thanks to a poor customer experience. » Masergy Introduces an SDN-Based Customer Self-Provisioning Portal Enabling customers to provision their own services seems to be a key first use case for software-defined networking, as Masergy Communications has just introduced this capability, following in the footsteps of similar offerings from AT&T and NTT Communications. » Frontier Airlines: A Customer Support Cautionary Tale Nowadays, the customer experience is more important than ever, the viral nature of negative customer experiences can prove quite damning for any business. While the front line of customer service for many are call center representatives or store clerks, customer support software is an essential ingredient to a positive customer experience. Top Stories » First-Ever Cognitive Intelligence Engine for CRM Unveiled by CustomerMatrix » Zain Bahrain Steps Up Its Customer Service With Round-The-Clock Live Chat » Queensland Policelink Nets Award in Customer Experience Innovation » Key Technology Upgrades its Global Support Network Featured Channels » Customer Experience » Contact Center Solutions » Customer Support Software Featured Resources » Tech Talk & Trends: A Short (5-Point) Glossary for Keeping Up With Customers » Making the Right Call: Key Factors to Consider When Choosing a Contact Center Vendor » Simplify the Software Experience on Any Device with Consumer-Style Apps » Secure Analytics in the Modern Data Architecture Advertise With Us General advertising Info: Click here    Become a CUSTOMER columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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