Comments on: Self-Service Is Not The Same As Customer Service http://www.adotas.com/2007/10/self-service-is-not-the-same-as-customer-service/ Where Interactive Advertising Begins Fri, 10 Feb 2012 17:07:34 +0000 hourly 1 http://wordpress.org/?v=3.1.1 By: Wal-Mart News: 2007-10-16 | Target Versus Wal-Mart http://www.adotas.com/2007/10/self-service-is-not-the-same-as-customer-service/#comment-176955 Wal-Mart News: 2007-10-16 | Target Versus Wal-Mart Tue, 23 Oct 2007 00:13:36 +0000 http://www.adotas.com/2007/10/self-service-is-not-the-same-as-customer-service/#comment-176955 [...] Self-Service Is Not The Same As Customer Service ADOTAS - New York,NY,USA He adds, “With the holiday shopping season right around the corner, I hope other retailers don’t follow Walmart.com’s lead. It could make for an even more … [...] [...] Self-Service Is Not The Same As Customer Service ADOTAS – New York,NY,USA He adds, “With the holiday shopping season right around the corner, I hope other retailers don’t follow Walmart.com’s lead. It could make for an even more … [...]

]]> By: Self-Service Is Not The Same As Customer Service - CRM Mastery e-Journal - Commentary and Musings on CRM Best Practice and Industry News http://www.adotas.com/2007/10/self-service-is-not-the-same-as-customer-service/#comment-173764 Self-Service Is Not The Same As Customer Service - CRM Mastery e-Journal - Commentary and Musings on CRM Best Practice and Industry News Wed, 17 Oct 2007 15:55:53 +0000 http://www.adotas.com/2007/10/self-service-is-not-the-same-as-customer-service/#comment-173764 [...] post by John Federman, CEO of eStara, that offers some very good “food for thought,” Self-Service Is Not The Same As Customer Service: Earlier this month, Wal-Mart kicked off its “Customer Contact Reduction” program – a [...] [...] post by John Federman, CEO of eStara, that offers some very good “food for thought,” Self-Service Is Not The Same As Customer Service: Earlier this month, Wal-Mart kicked off its “Customer Contact Reduction” program – a [...]

]]> By: amy http://www.adotas.com/2007/10/self-service-is-not-the-same-as-customer-service/#comment-173222 amy Tue, 16 Oct 2007 17:55:48 +0000 http://www.adotas.com/2007/10/self-service-is-not-the-same-as-customer-service/#comment-173222 Wow. How terribly short-sighted of them. The line: "forgetting that customers today view customer service as a significant differentiator" is the key. I wonder how long it will take for them to figure this out. Wow. How terribly short-sighted of them. The line: “forgetting that customers today view customer service as a significant differentiator” is the key. I wonder how long it will take for them to figure this out.

]]> By: Shawn http://www.adotas.com/2007/10/self-service-is-not-the-same-as-customer-service/#comment-173183 Shawn Tue, 16 Oct 2007 15:38:40 +0000 http://www.adotas.com/2007/10/self-service-is-not-the-same-as-customer-service/#comment-173183 As someone that saw this first hand at another Fortune 50 company, I have to agree with you completely. Yes, there will be immediate cost benefits. With a business of that size, you'll see tens of millions of dollars, if not a hundred million, in savings. However, the long term, negative impact, won't be realized for a couple of years. Then, they'll have to deal with negative word-of-mouth, slowing sales, and potentially a bigger and stronger competitor than they have currently. Incremental savings look good in isolation when people review them at Review Time, but as part of the bigger picture, they can be the absolute wrong decision. As someone that saw this first hand at another Fortune 50 company, I have to agree with you completely.

Yes, there will be immediate cost benefits. With a business of that size, you’ll see tens of millions of dollars, if not a hundred million, in savings.

However, the long term, negative impact, won’t be realized for a couple of years. Then, they’ll have to deal with negative word-of-mouth, slowing sales, and potentially a bigger and stronger competitor than they have currently.

Incremental savings look good in isolation when people review them at Review Time, but as part of the bigger picture, they can be the absolute wrong decision.

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