Keys to Achieving Customer Service Excellence – UTEP P3 course
“Customer service excellence leads to consumer evangelists” – the importance of this statement for start-up businesses, business owners, retailers and managers in service industries will serve as the starting point for this course. The entire customer service process will be discussed, identifying areas most likely to result in service failures for various industries. Service recovery strategies and the role of social media in the customer complaint process will be explored in depth. The role of logistics, management and marketing strategy in achieving excellent customer service will be discussed.
Hands-on exercises will allow participants to identify customer service strengths and weaknesses at their own organizations. Guidelines for establishing a systematic customer feedback program will be offered as a starting point for customer service excellence.
Too Popular to Ignore: The Influence of Online Reviews on Purchase Intentions of Search and Experience Products
Have you ever looked at product reviews before bidding on a hotel room on Priceline? or searched Amazon to read comments and reviews of products? Yeah, me too. Given instances of companies hiring PR firms to write positively on behalf of their products, we wondered – how do consumers assess the credibility of online reviews? Below are some of the highlights – read the full article from the link:
- The credibility of a an online review is positively related to consumers’ purchase intentions.
- For search products (products we are unable to experience prior to purchase, such as a hotel room), review credibility is determined by the level of DETAIL in a review.
- For experience products, credibility is determined by reviewer AGREEMENT.
- We suggest that indicators of reviewer agreement should be included in online reviews in order to present a more complete picture of consumer sentiment.
With social media overtaking consumers’ communication with companies, when is the last time you monitored what consumers say about your company? your products? your service?
The article linked below discusses how social media is revolutionizing customer service and service recovery.
Taking Care Of Business: Social Media Will Transform Customer Service