Customer Satisfaction - We are not alone

I always thought that service in Malaysia is pretty bad and needs some major improvements, and that the service level in the US would be very much better. The US is known to be a marketing and R & D power, so that is where my opinion originates from.No more - the Washington Post describes that the service level in the US is at an all time low.The companies blame other companies, the customer, or anything else possible for product and service failures. Customers are send around when they inquire or complaing. The article puts forward some good reasons for the failure of customer service - that this was supported by companies during the boom times, but that budget cuts were made during bust times. That lay-offs required people to juggle to many tasks and that customer service fall victim. Cost pressures took their toll. Still, sounds very familiar. And I thought that in the experience economy, the customer is King or Queen. And that customer service is the one of the few differentiators remaining. It still does and now more than ever. Don't cut back ! Improve! Constantly. Small things count! Involve everybody.

(By Asia Business Consulting)