Reading this title might give some customers, especially departed ones, the shivers. Until recently, Best Buy customers were dollar signs with feet. However, recent visits to their stores have corroborated stories from a variety of sources indicated that this big box retailer now “gets it” about customers. Staffing levels are up; floor staff appears much more knowledgeable, and employee morale is definitely up.

There appears to be lots of good news here for consumer electronics shoppers. But the best news of all would be seeing Best Buy’s new customer focus force customer service improvements across the entire big box retail market. Hey, even Wal-Mart might get religion.

Okay, that last comment was a bit over the top. But anything is possible, eh?

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Interested in the future direction of CRM? If so, make sure you visit Paul Greenberg’s wiki, at http://crm20.pbwiki.com/. Excellent commentary from very experienced, high-level CRM practitioners (as opposed to software company execs).

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If you’ll look back to my previous post regarding Intuit’s customer service issues, you’ll quickly realize that outsourcing customer service offshore to service reps that: a) don’t know QuickBooks; and b) don’t understand basic double-entry bookkeeping; and c) don’t speak English recognizably were the core problems. So while I was happy to receive an apology from a U.S.-based customer service supervisor who read my blog entry, I was also struck by the futility of it. The miserable service I experienced is bound to happen over and over again until Intuit realizes that farming out customer service to cheap overseasd labor doesn’t cut it - not unless it’s willing to thoroughly train reps (including educating them in bookkeeping principles) and then motivate them to stay for years, not months. And anyone familiar with the contact center labor scene in India realizes that employee churn is endemic. Hence, Intuit’s offshoring customer support is a problematic venture at best. And customers like me suffer the consequences. Which is why the minute a software company that ”onshores” customer service comes out with a competitive application, I’m gone.

My thanks to the conscientious support supervisor who apoligized - and even gave me her number for the next time I need support - but nice words don’t change policies. Intuit’s customer support will stay in its rotten shape until some executive there wakes up and smells the customers.