Tuesday, July 03, 2012
As many business people realize, there is a well-known paradox within the customer service world. Known as the service recovery paradox, it suggests that a company can achieve a higher level of customer satisfaction by offering excellent support in the event of a problem with a product than by simply offering an unflawed product in the first place.
While the service recovery paradox is not sufficiently established to justify companies intentionally degrading their products, it does demonstrate the importance of establishing a high quality service-recovery system.
Speaking to Smart Business, Edward Kromar, director of service for Blue Technologies, recently emphasized this point. He noted that thanks to how interconnected the world has become, customers who experience substandard service can, and often will, quickly spread the word of their dissatisfaction. To minimize these effects, he argued that it is critical for organizations to preemptively establish comprehensive strategies for offering service recovery to customers.
To a significant degree, this may entail devoting more attention to social media. The channel has become increasingly important, yet a recent Conversocial study revealed that more than half of participating U.S. consumers described their social media interactions with companies as disappointing or mediocre, according to Bizreport.