Re: Overall satisfaction
Broadway
1/3/2012 9:39:47 PM
I think overal customer satisfaction with e-tailers has increased because certain ones have put a lot of thought and effort into it. Another reason, though, is because of the flexbility that the Internet provides in dealing with customers -- you can give customers phone numbers, email addresses, IM, etc. -- whereas with brick and mortars, customer service typically is handled face to face, which some consumers never can tolerate and all consumers have had at least one bad experience with.
Re: Customer Service Key
Bargain Bin
1/3/2012 12:09:44 PM
Everything about Amazon is swell. I've never had less trouble returning an item than when I sent a few dvds back Amazon's way. Got the replcaement dvds very quickly as well.
Re: Customer Service Key
AskAsa
1/3/2012 11:58:37 AM
Apple products are known for intuitive handling and operation. The same cannot be said for customer service which often seems to be nameless, faceless and poorly conceived.
Amazon on the other hand has real energy and a feel that you are buying from a reliable trusted friend. When push turns to shove and I need a product or gift delivered right - I go to amazion.
Overall satisfaction
driven
1/3/2012 10:00:14 AM
Interesting how satisfaction with e-tailers overall has been rising, It seems to show that more of them have made it through that period of growing pain and the transition away from bricks and mortar.
Re: Customer Service Key
Tenacious
1/3/2012 9:53:24 AM
Amazon is consistent and reliable. My only complaint is the difficulty in locating a customer service contact number. I have it written down, but I have to search for it when I need it because it is all but impossible to find on the site.
Re: Customer Service Key
cat tail
1/3/2012 9:50:34 AM
Companies can coast on their reputations for a time, but at some point, long time users get fed up and potential new users are unwilling to play the game if it seems to offer only so-so returns. There is a great opportunity here with Jobs gone for other tech companies to step in and prove they are at least as hip as Apple.
Apple is starting to get sloppy with customer service.
Re: Customer Service Key
Phoenix
1/3/2012 9:36:51 AM
Apple has settled into a comfortable position with it's continuous innovations but with Steve Jobs gone if the iPhone five doesn't meet expectations then it is going to be anyone's game with the variety of smart phones in the market.
I think Amazon on the other hand is doing really well in terms of customer satisfaction.
What's interesting is how certain companies attain cult foillowing status -- ie Apple -- and then start slacking off on customer service -- or make "bad customer service" (think those long waits to buy new products) part of the user experience. And people are still happy. At least for a while, until they discover a competitor...
Great customer service always seems to be a key feature of the best companies.
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