October 31, 2016
By Kate Neumiller Schureman
It doesn’t take much time on TripAdvisor to find the following review, “Great museum, horrible customer service!” I would guess that many of you might be thinking to yourself, “I am sure that is not part of a review for my museum,” or maybe, “That’s not about our museum store.” Well, you are not alone. More than 80 percent of American businesses, including museum stores, think they provide “superior customer service.”
If that is truly the case, then how do we explain the $41 billion per year that American businesses lose due to poor customer service?