In a recent article by The Harvard Business Review, two researchers aimed to identify a complete list of customer values.
Time is precious. We only have a limited amount, and we will never have more of it. So we don’t want to waste it... especially sitting on the phone on-hold.
Yet, more than half of Americans say they spend about 10-20 minutes every week on-hold with customer service. That small increment of time may not seem extreme, until you do some math on the amount of time we spend on-hold.
"He who gives when he is asked has waited too long."
- Lucius Annaeus Seneca
When it comes to customer service, businesses should heed this quote. It happens all the time: consumers sign up for a service only to completely forget about it a month later. Then, when it comes time to renew, they end up cancelling the service because they hadn't used it and can't remember why they wanted to pay for it in the first place. If your company is in the business of reactive instead of proactive customer service, this can be costly to your reputation and your bottom line!
This quote perfectly sums up the principles of great customer service, and it’s something we strive for here at Spectrio.