vintagefun

Can One Profit From Poor Customer Service?

There are many easons companies can't or won't improve customer service. Contary to a point you tried to make, that no matter how many people you tell about your bad experience, people will continue to shop there as there probly isn't any where else to go or they choices are equally as bad. Second is there realy isnt a fiscal return in profits for good customer service. The notion that a 5% improvement in service will yield a 25% - 100% improvements in profits is pure fiction. I worked for a company that measured its customer retantion (a key metric for the company's performance), they actually managed a 20%+ improvement in customer retention, and guess what, their stock price went down.
As one one of the people responding pointed out, stores that offer little in terms of customer service actually do quite well. They set up their value proposition in a way that lowers the service expectation bar.
I think what gets people rightfully bent out of shape is the lack of interest, caring, empathy and truthfullness we get when a problem does occur with a shopping experience or purchase.
All of this is exacerbated by the fact consumers want a 'deal' or lower prices. If you want to pay less you will get less. ANd getting less means retailers have to pay minimal wage for help. The people waiting on you or I have not the means or maturity to know what customer service is, heck they cant affored to shop there themselves.