I heard a statistic recently, I’m not sure if it’s true, but it sounds about right to me; it was this… a health club can only service approximately 5 to 15 percent of its members in any given week.
So a club with a thousand members will only reach between 50 and 150 members each week with its customer service efforts.
That’s a pretty sobering statistic… and it’s likely to get worse as clubs trim their payroll to compete with the low-pricers.
It also emphasises the importance of what a limited resource customer service really is… and of course when resources are limited they must me used strategically to yield maximum ROI.
Customer service alone won’t, and in fact can’t, get the job done.
Customer service has to part of your much larger, more comprehensive, customer experience management strategy.
Stop thinking customer service… and start thinking customer experience management.
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