Dovetail Software Blogs

"Many businesses dutifully collect customer data, just as they've been told to do, but they fail to use that data properly. In this economy, no one can afford to suffer the consequences. Data must be managed properly in order to be put to good use."

"Customer service, or lack of it, plays a critical role in making or breaking a business, experts agree. Now, when businesses are struggling to keep their heads above water, the loss of even one customer hurts. If the reasons for losing a customer are systemic, then look out because more losses are likely."

"The American Customer Satisfaction Index (ACSI) showed a second straight quarterly improvement. For the first quarter of 2009, the Index jumped 0.4 percent to 76 on ACSI’s 100-point scale, according to the report released Friday by the University of Michigan."

"The third annual Comparisat study reveals that we are not happy customers. 1500 people were asked what they thought of the customer service they experience from 36 top companies ranging from e-retailers, High Street retailers and supermarkets through to businesses, public sector and utility companies. And the answer was not a lot. For the second year running overall customer satisfaction is down. We are dissatisfied because our complaints are poorly handled and we don't think we're getting value for money."

"I had hoped to avoid a rant about customer service. Companies are bleeding people, and while theoretically that shouldn’t make a big difference in service (fewer employees but also fewer customers, right?), deterioration is to be expected. Some companies are cutting staff faster than they’re losing customers. Others are simply cutting in the wrong places. Employees’ knees are knocking so hard they can’t hear the words, 'I need that by Thursday.'"