by Peter Wilson | President
Perhaps the hardest metric for businesses to quantify is customer service. As much as big data has changed the business landscape, some things continue to defy computation. Any fully-automated business wouldn’t be much of a business anyway, as customer service is how the best brands differentiate themselves and get ahead of the pack economically.
The witty, charismatic pizza delivery guy is going to get more repeat customers (or at least more tips) than the jerk who leaves tire marks in your yard and shoves the pizza in your face before demanding a tip. On a large scale, this distinction allows entire industries to continue to thrive: full service restaurants, bookstores, record stores, and on and on.
One company is attempting to turn online reviews into a platform for accurately and reliably measuring customer service. StellaService shops, buys, ships, and returns hundreds (or thousands, the company maintains that they’re level of involvement is proprietary) of packages a day, often employing people responsible just to sit at home and wait for packages to arrive. Sounds like a dream job.
After reviewing more than 200 metrics for each company, ranging from site performance to refund policy to delivery speed and more, StellaService provides feedback for companies, often for a fee. Companies can also pay for their competitors’ reports to see how they measure up in terms of customer service. StellaService turns customer reviews (after all, they shop, buy, and return through the exact same channels as customers) into comparable data on customer service, and displaying a Stella badge can help a company set itself apart online.
At bizmktg.com, customer service is customary and excellence is ordinary. Call or e-mail the marketing machines today: (800) 808-0249 or info@bizmktg.com.
Read the full Inc. article here.
