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Ideas, tips and techniques for new generation selling and customer support.
2009
Online appointment scheduling: Sprint picks up on Genius Bar idea to boost customer satisfaction
In my first post here I said It’s RUDE to make people wait. And costly. People hate to wait. That story was about government, where the people in line don’t have much choice. But in retail, impatient people vote with their feet, and in today’s economy, who can afford that?
Case in point: Sprint Nextel. Committed to
customer satisfaction, in September they
announced a new initiative called Ready Now.
It’s all about great service:
“Imagine this: You buy a new wireless phone with all the latest, high-tech applications, and then someone actually sits with you and helps you unlock its potential … Today, it’s real. Today, Sprint launches Ready Now, a revolution in the wireless retail experience.”
CNet’s Nicole Lee noted that they were adopting a well-known best practice: “Sprint’s Ready Now customer-service bent is similar to Apple’s Genius Bar,where customers can get help with their Apple products.” That’s the gold standard; the Genius Bar is legendary for customer satisfaction.
But what good is it to offer great service, then annoy people by making them wait for it?
Apple handles this with a homegrown online appointment system that offers Genius Bar appointments with no wait. Smart. For quicker time-to-benefit, Sprint took TimeTrade’s off-the-shelf system. Within months of first having the idea, they were able to announce:
“Customers have a choice of sitting down with a Sprint retail associate while in the store, or they can make an appointment for a later time. … [They can] schedule appointments either in the store, or online … Customers can visit www.sprint.com/readynow to schedule an appointment.”
That was September 9, 2008. Is it producing street-level results? February 4, 2009:
“A customer satisfaction study by J.D. Power & Associates shows Sprint’s customer service has quickly closed the gap within the industry by 50% versus August. In December, satisfaction of ‘very and extremely satisfied’ topped an all time high of 93 percent for customers that experienced Ready Now.”
Next time you’re in line at your cell phone store, ask yourself: why am I waiting?? Why don’t these guys have online appointment systems? Maybe they just don’t care as much as Apple and Sprint.
Related news item, 2/23/09: Sprint Simplifies the Customer Experience to Build Loyalty (1to1media.com, Peppers & Rogers Group)
Filed under: appointment scheduling, online scheduling
Tagged: customer experience, customer satisfaction, customer service, economy, retail, waiting
One Comment
Online Appointment Scheduling
Posted August 19, 2009 at 7:57 am | Permalink
A number of valuable web based software solutions are available online; which can improve the operation of a busy office or practice.
To combat the loss in revenues, resulting from missed meetings and appointments (to both clients and practioners), some professionals have utilized a web based room scheduling software or appointment scheduling software; to monitor client meetings and appointments.
Email reminders will reduce no-shows and self-scheduling clients can book their own meetings or appointment online.
In addition, it frees up time for Professionals to concentrate on other areas of their workload; online or in the office.
Thank you for sharing your knowledge and insight.
Best wishes.