Hey, since this isn't obvious, the reason we want more time with our doctor is because our doctor knows more than we do so we don't know what sort of questions to ask, so we hope that the more time we spend there the more likely we'll remember something or he'll ask us a question to discover something. Same with everything else that is NECESSARY and has severe life consequences.
When I walk into a store (or virtual store) I already know what I want because I researched it before I went in. I want only 2 things from the sales staff: Where is the product and where is the end of the line for the cash register.
Granted, some people are ignorant or can't be bothered to research before they go buy something and will need more coddling, so there should also be services available for those people.
The worst thing that could happen is if you take away the option of fast customer service just because you find, on average, the consumer is happier because the service is slower. Make BOTH options available, otherwise people like me will hate shopping there.
"While this strategy worked for CDBaby, there are some businesses and situations where the "more time with customers" approach won't work.
Some services rely on solving problems immediately. Ecommerce merchants need to figure out when they can spend time with customers and when to act quick. If a customer is calling with a complaint about service or product, you need to gauge their disposition and act accordingly. But if a potential customer is inquiring about product features, shipping rates, or something of that nature, you have a great chance to give them their answer and also build a positive relationship with that person. Like the case study above proves, service should never be "rushed, ignored, and poorly diagnosed."
Fields like behaioral psychology (isn't it spelled 'behavioural' ?), behavioural economics, neuroeconomics, etc, will increasingly dictate how businesses market to consumers. FMRI machines cost less and schools / companies can now do their own research on non-medical things.
