Given the limited dollars available to both business and consumer decision makers in this prolonged tough economy, people have come to expect Customer Satisfaction. This is viewed as a minimum competency and no longer differentiates a company.

Per results of Voice of Customer research we have conducted over the past 12 months, decision makers now focus on proactive customer engagement and targeted / relevant communications. These factors are viewed as competitive differentiators. In fact, strength of Relationship and customer engagement has 12 times more influence on retention and repeat purchases than Satisfaction.

The Power of Social Networking to Engage Customers and Drive Sales

I keep reading about the power of social networking to engage customers in an in-depth relationship. But, I haven't seen many case studies which show how to make money from this phenomenon.

Amie Street is a fast growing online music retailer which has a unique business model. All songs start free, and pricing is driven by the community, based on the popularity of the content, to a maximum of 98 cents.

The customer service experience is getting even worse.

Results from our recent Huffington Post research regarding people’s experiences when calling Customer Service Call Centers indicates serious problems.

Only 32% report that their Customer Service Call Center experience was positive. For the balance: 47% had a negative experience and 21% were neutral.

This quote reflects the widespread frustration: “I daydream about suing them. From the product to the reps, they just don’t care about their customers.”

Especially troubling is the finding that customers are treated poorly because companies think of them as “Hostages, unable to go elsewhere”.

Consider these 5 quotes:

“If I wasn’t on a fixed income, I would pay the fees and break my package contract with Comcast … horrible”.

“I still give them my business, but only out of necessity.”

“I’m stuck with their service.”

“AT&T is the only game in town; I just have to deal with them”. “If I had a choice other than Comcast, I would take it.”

“I would be done with most of these companies if I had any choice in the matter”.

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These are the scariest times many of us can recall. Yet, the treatment I've experienced recently when calling customer service call centers for resolution of ordinary product or service issues has been shockingly poor. Even in these difficult times, many companies do not understand the power of excellent customer service to retain and grow customers. Results from our recent Huffington Post research regarding people's experiences when calling Customer Service Call Centers indicates serious problems.

I would be done with most of these companies, if I had any choice in the matter.

Only 32 percent of people we surveyed reported that their customer service call center experience was positive. For the balance: Forty-seven percent had a negative experience, and 21 percent were neutral.

This comment from one of the people who took the survey reflects the widespread frustration: "I daydream about suing them. From the product to the reps, they just don't care about their customers."

Especially troubling is the finding that customers are treated poorly because companies think of them as "hostages, unable to go elsewhere."

Consider these write-in comments: