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Pitney Bowes Study: Businesses Can Benefit From Customer-Controlled Communications: Page 2

By eCRMGuide.com Staff     Feedback
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ould map the distinct skills and roles of individuals in the household. Develop indices, or portfolios, detailing skills, media preferences, mailing lists, information preferences, who is likely to handle follow-up, etc.

  • Develop response protocols: Knowing when to expect solutions and closure to a particular transaction reduces householder uncertainty and the frustration associated with the work of business interactions. Businesses should indicate, for example, that calls will be returned within 24 hours, letters within two businesses days, etc.

  • "Humanize" your customer service: Business communications about a product or service are a feature of the product or service. Households rarely, if ever, separate the interaction with a company or its representatives from the product or service. Arm your customer-service representatives with the tools and information to ensure that they can immediately answer all customer inquiries.

  • Pitney Bowes says the study takes an in-depth look at household communication flows and the emerging household ecology and was commissioned in partnership with The Institute for the Future. They say the study drew on ethnographic interviews, telephone surveys and diaries that recorded the communications habits of households and that respondents for the 2000 study were household members of varying ages, education levels and incomes.

    This article was originally published on February 7, 2001
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