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
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.