Speaker Idea

                      The Huge Service/Satisfaction Gap

One of the speakers at the QuickArrow conference was Stephen Satterwhite of Entelligence (www.entelligence.com). This fellow did a bang-up job of describing:

• the enormous gap between the level of customer service companies think they're providing and the actual level of service customer's ascribe to them
• how this disparity reflects itself in reduced customer loyalty, higher sales costs, etc.
• reference materials service organizations should lean on when tackling these issues
• the criticality of great talent in delivering service

Great talk

The one statistic that really got my attention was one where a 'C' level employee (i.e., not an 'A' or 'B') will cost your firm 15X their salary in lost value. When he described how he, too, doubted that number, I thought he'd back off of it. But, he described how a bad HR manager cost his company far more than the 15X.

If you're looking for a speaker to shake things up at your service organization, you might see if you can get him. 

Comments

[Stuart Jones]

I have just been into my local bank branch. The person on the desk SHOUTED out my personal details - I had gone in to cancel an automatic payment. She did cancel it and gave me a print-out "in case the payment did go out"!
At the same time her colleague left her desk and told her replacement her password loud enough for me to hear.
BTW it wasn't my business bank HSBC