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All truths are easy to
understand once they are
discovered; the point is to
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Galileo Galilei
 Thursday, March 10, 2005
Consumers hate the latest voice phone answering technology. They want to talk to a real person...immediately. They don't want lots of menu options, they want a real person. I actually hear consumers saying they are getting lost in these automated phone systems and simply hanging up. Consumers don't however want to talk to cheap labor. They or should I say we (me included), need that person to be understandable and intelligent about the product.

Consumers are fed up with poor service at fast food chains. Service is now being used as a selector reason over menu offering. People are tired of getting food they didn't order and missing the food they did order. Moms don't need the added stress...whatever happened to "you deserve a break today"? It was a good idea then, it's a better idea now!

For companies that want to get service right think metaphorically about the old time General Store. It truly is a great metaphor. If interested in why and what we mean, please Email us: jlawson@connections-research.com.
posted by Jeff Lawson at 4:15 PM

           

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