If you dont "get" Customer Service - You Don't "Get" marketing either

On national lunchtime news about an Amex study that shows 50% of Australians are not satisfied with the customer service they receive (largely from retailers).

First up - such surveys are usually overstated - more are inlined to say "more would be better"
Second - that so few Aussies don't apparently want more - is very disheartening overall.  It encourages retailers and some marketers to devalue customer service as a highly sought value factor by many

  On the same program we had the Prof of Marketing from Sydney University  who opined that CS was probably declining further due to lower sales. 

Interviewer said she thought people would probably prefer to deal with firms offering better CS.

POM said that may not be the case.Suggesting to me that he may not get it. After all you don't get to be a Prof of Marketing (at least in Australia) due to your marketing smarts - its your publication record into journals written by folk focused on much the same 

 

Customer service is customer-keeping, cultivating repeat business and stimulating increased purchasing by customers by serving them well land creating a climate of confidence, credibility and satisfaction.

If you dont "get" Customer Service - You Don't  "Get" marketing either