The #1 factor, customer support (huge study)

Common wisdom about awesome customer service says that it should be:
1. Quick (6/18/24 hours)
2. Delightful

The Corporate Executive Board (the world's leading member-based advisory company) conducted a huge study on this with more than 75,000 people who had interacted over the phone (more personal, more insightful).

The study showed that common wisdom is not very clear and can mislead - The #1 most important factor for satisfactory customer support is:
#1. Ease of solving their problem. The less effort they need to put in - the better.

Do you track how much effort your customers need to do in order to solve their problem?

Source: hbr.org


Cheers,
Charlie Patel ;)



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