Most companies’ customer service is so bad that consumers “really expect to be treated like crap,” according to Peter Shankman, consultant and author of Nice Companies Finish First. He and his business partner Rachel Honig are so certain that treating customers kindly translates to higher revenues, that helping businesses be nicer is the main offering of their new consultancy, Shankman|Honig.
Turning things around shouldn’t be that difficult: “If you treat your customers one level above crap they’ll remember that and be loyal,” Shankman says.
But convincing businesses they need to change might be a tough sell. Among the data Shankman|Honig share in the infographic shown here is the sad statistic that 80 percent of businesses believe they deliver "superior" customer service, but only 8 percent of customers believe they have experienced superior service from those same businesses. How can businesses be so unaware that their customers think their service stinks?
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