The Customer Service Survey
Bridging the Gap
Wed - October 18, 2006 02:45 PM in
It's never a bad idea to praise the person who signs the paychecks, but my compliment here is genuine. As a part of our strategy to slightly shift the sales focus of VocaLabs services more towards marketing, I signed us as a sponsor of the upcoming annual conference of the Twin Cities chapter of the American Marketing Association (AMA). In preparation, Peter took the lead on creating a sales flyer to be in the tote bag given to every conference attendee. And he nailed the message we wanted to give. Nice work Peter.
The premise is very simple. Our survey services have traditionally been sold to call center management or vendors of contact center technology. Yet a significant byproduct of gathering caller feedback is a wealth of customer information that marketing would like to have, yet seldom has access to.
It is now, if not universally true, close to it, that businesses realize something we discovered with the earliest VocaLabs studies. Namely, it may be marketing's job to create business and customers, but it is customer care that keeps them coming back. In fact, we found that over 90% of consumers say they form their opinions about a company based on customer service rather than advertising or marketing; that consumers are 88% more likely to buy again after an outstanding customer service experience, and 77% more willing to pay a premium for the product.
It is our hope that the corporate silos that often keep marketing and customer care from communicating can get the message that Peter created in the flyer: "Vocalabs Bridges the Chasm Between the Call Center and Marketing".
I'll let you know if the members of the AMA get the message. Wish us luck.
Rick Rappe'
It is now, if not universally true, close to it, that businesses realize something we discovered with the earliest VocaLabs studies. Namely, it may be marketing's job to create business and customers, but it is customer care that keeps them coming back. In fact, we found that over 90% of consumers say they form their opinions about a company based on customer service rather than advertising or marketing; that consumers are 88% more likely to buy again after an outstanding customer service experience, and 77% more willing to pay a premium for the product.
It is our hope that the corporate silos that often keep marketing and customer care from communicating can get the message that Peter created in the flyer: "Vocalabs Bridges the Chasm Between the Call Center and Marketing".
I'll let you know if the members of the AMA get the message. Wish us luck.
Rick Rappe'
Posted at 02:45 PM | | | | |