No Lines, No Waiting
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Category Archives: customer retention
2009
Get a Customer Retention Boost – and Save Money – with Appointment Reminder Software
Customers can have a variety of reasons for missing an appointment. We’re busy, life happens, we’re disorganized. The impact of no shows can vary from an annoyance to monumental financial losses. For instance, a recent report from the UK revealed that patient no shows for hospital appointments alone cost the National Health Services (NHS) close to a billion dollars annually.
Money lost from no shows isn’t limited to health care. For years, airlines and hotels have charged no-show and change fees, but fees are increasing and the policies are becoming more widespread, at the cost of customer satisfaction. And satisfaction is the foundation of retention.
2009
Five of the Worst Places to Wait in Line
Customers hate waiting in line. In fact, some organizations have waiting lines that evoke animosity before the customer even walks in the door. Which organizations are the worst offenders?
According to polls on Yelp, Yahoo! Answers and other Web sites, there are some common places where the wait is considered abysmal.
If they haven’t already done so, organizations on this list should make some changes – if they care:
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Filed under: customer retention, customer service
Tagged: customer retention, government, waiting
2009
Low Tolerance for Error When it Comes To Customer Retention
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Nineteenth century British Prime Minister, Benjamin Disraeli once said, “Never complain, never explain.” The sentiment may be hundreds of years old, but I witnessed a customer exercising that bit of wisdom just today. I was sitting at a tire store, waiting with another customer to have winter tires put on my car. The wait was ridiculous, and the other customer and I said as much to each other. There was no communication from the company, no explanation as to why something they told us would take 20 minutes was now spilling into hour two. After flipping through an outdated magazine for the third time, I watched as my silent companion walked to the desk, calmly asked for her keys, and left.
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