Couriers deliver customer service
It isn’t easy to balance customer-service automation with personalized service. Many companies substitute technology for people as they automate customer service, says Claes Fornell, a University of Michigan business professor. But “it takes the buyer time to get used to it and the seller time to perfect it, if ever,” he says.
Some companies are getting it right, according to the University of Michigan’s latest American Customer Satisfaction Index, a survey of more than 70,000 customers on their experiences with almost 200 companies. United Parcel Service Inc. and FedEx Corp., for example, have earned consistently high customer-satisfaction scores on the Michigan index.
