Take two minutes to read this article that references a recent American Express survey on customer service. We’ve been talking for years about the impact of remarkable service, word of mouth marketing and how the service at many companies is getting worse. How about that! The survey confirms what we know.
Here’s the problem. Ask most businesses why they are the best and they will say “our customer service”. The reality is that most people who constantly say that are doing nothing more than trying to convince themselves of that. I’ve seen companies with some of the worst service say they give great service. So how can you really know? Check your scores… it’s that simple. Are you consistently exceeding standard on your phone shops? Is your net checking growth at 10% to 15% YTD? Are you getting a consistent stream of advocate referrals? Are you getting the personal checking account with at least 75% of all loans that you do? Are you exceeding cross-sell goals. If you have an excuse as to why these things aren’t happening, then you’ve pretty much answered the question… Your service isn’t that great.
