Citation
(2001), "Well sited", Work Study, Vol. 50 No. 5. https://doi.org/10.1108/ws.2001.07950ead.004
Publisher
:Emerald Group Publishing Limited
Copyright © 2001, MCB UP Limited
Well sited
Well sited
Who come first – your employees or your customers? Log on to customer.co.uk and you'll soon be convinced it's the latter. The functional Web site of the customer service network is packed with advice on how to create customer delight, and statistics to prove it pays off. Highlights are two on-site benchmarking tools. One is a Q&A-based calculator for working out your customer retention rates. The other, titled "How to profit from complaints" and co-designed by Warwick Business School, aims to show the financial advantages of treating complaining customers as an opportunity. It starts with an assessment of how much business your existing complaints policy is costing you. The answer, illustrated by scattergrams and charts, could come as a nasty but motivational shock. Though the site design is quite basic, those with an eye on the bottom line will find food for thought here.