For most of the 20th century, Americans enjoyed what I call The Golden Age of Customer Service. Sadly, based on recent research, it appears we’re in the Plastic Age.
In a national customer satisfaction index, the average customer rating was less than 60%. Going six for 10 is pretty good – if you’re playing baseball. But any small business with that batting average is headed for the shower.
So how has such a level of unservice become a 21st-century norm? Because customers have become sensitized to what I call the Plastic Triplets: High volume/low price, impersonal e-business, and almost as impersonal face-to-face service.
For small businesses, the Plastic Triplets create both opportunity and danger. But seizing the former and avoiding the latter requires an understanding of two things: [Continue Reading]