The Next Step in Customer Engagement?
By CM Arnold
Contrary to popular belief, the customer is not always right, but an unhappy customer can do a lot of damage. Hence, the implementation of telephone and internet surveys by retailers like Macy’s, CVS and Walmart.
More and more, sales receipts include toll free numbers and website addresses accompanied by calls to action encouraging customers to give their opinions. How many people actually do that, even if they had negative experiences?
In many cases it is not convenient or possible to find a customer service person in the store, and in most cases, if and when you do find someone to speak with, he is either incapable of solving the problem or doesn’t want to help you, said Marc Karasu, founder of MeasuredUp.com, who believes his company’s new “Hotline App” for the iPhone will solve that problem. The Hotline App allows you to “document” something at the store that is not right: long lines, incorrect prices, messy aisles, dangerous situations etc. Likewise the App can be used to “report” a complaint or say thanks for a job well done.
Customer satisfaction is a key element to any company’s success. The instant gratification aspect of MeasuredUp.com’s new app, which would actually allow a customer with a complaint to receive a response from someone in management within minutes, might increase the number of people who give honest and constructive feedback. On the other hand, such a feature could lead to a massive influx of frivolous complaints that might otherwise have been posted on someone’s Twitter or Facebook page. Caveat venditor.
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