The Customer Service Game

Navigation system company TomTom recently set up peer-to-peer support for its customers. The company’s users handled 20,000 cases in the first two weeks and saved TomTom around $150,000. The company turned the whole thing into a game, offering “kudos” points for a helpful answer and allowing helpers to “level up.” (Economist, 5/11/12)

 

As we have recently begun discussing, companies are facing increasingly inpatient and educated consumers with less brand loyalty than ever. In this environment, customer service has become a major brand differentiator. If companies can pass this task effectively to eager consumers, they can get a leg up on the competition. If they can save money in the process then it’s even better.