23 November 2009

Not prepared to pay for good customer service


Customer service and your finances

Customers definitely want companies to understand the importance of good customer service in finance sector and to employ people who have the right skills to deliver. But, with the consequences of the credit crunch still being felt, many customers are down to their last pennies and simply not prepared to pay extra for service. If finance companies want to offer high quality service to some clients (and charge for it) whilst keeping a keenly priced mainstream offering, they should adjust their brand proposition by either offering distinct products and services, potentially under two brands or, more dramatically, by focusing on only one segment of the market.
Picture courtesy of http://moregeous.wordpress.com/ with our thanks

1 comment:

  1. I have to see this from both angles, as a designer/ builder I have clients who want an excellent service from me, but want it at the best price from them, so I am always fighting my corner. Yet as a buyer for those very same clients, I am hunting around for the best deals and chipping away at others' prices. Arghhhhh!
    At the moment, my feeling is that for the majority, it is cost over service which is the deciding factor, but service will play a larger part as we come out of this recession. When we come out of this recession......

    ReplyDelete