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  "Our Take"

(Past Editions by: Date, Title, Topic)

 
About "Our Take" 
"Our Take" is a collection of daily vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions, epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
 
 
7/20/06 - Measuring the Self-Service Experience - Continued
Today, let's continue the discussion about measuring the customer experience especially, as it relates to self-service. One reader wrote:
 
"The things to measure are: Have you resolved the customer’s issue? Have you helped them quickly/timely? Are they satisfied? Was the answer easy to understand? Would they use the service again? Yes, there are obvious differences to a self-service tool versus a live person but the end result is really the same: helping the customer."
 
The reader has obviously been involved in self service initiatives and added, "It shouldn't be JUST about reducing costs. Giving your customer options and multiple contact channels helps show that you care about them. Every customer's preference is different. Respect that and it will help them respect you." I couldn't have said it better myself.
 
Gary Lemke, Publisher
(Share your thoughts)
 

 
 

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