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Bettering the Customer Experience . . .
Who Cares About “Outstanding Customer Service Experience?”
Sometimes, we get customer service wrong. We try to create outstanding experiences. We survey people about the experience and how it can be improved. We sell the value of our outstanding customer service. Frankly, the very best customer service experience is to have no customer service experience at all. To put in a customer service request, whether through the web or by phone, means that something has gone wrong. There's a problem and the product or service isn’t fulfilling my expectations. Regardless of fault, help is needed . . . read more >>
Riding The Customer Experience Hobby Horse Into Wasteland
The omni-channel buzz is a buzz in (US) retail-land mostly. But, like anything these days it gets transported into other (functional) areas of business quickly, and without scrutiny to the original concept. In retail omni-channel refers to the use of multiple distribution/point of sale channels as in ‘brick & mortar’, ‘online’, etc. as well as to the so-called ‘seamlessness’ of the Customer’s experience when crossing boundaries between them on the path to purchase. Now this has a lot of similarities with the CRM-channel discussion on multi- or cross-channel communications. But there are distinct differences. . . . read more >>
11 Common Measurement Mistakes in Customer Experience Programs
We all need a methodology. But simply having a methodology does not guarantee success. A methodology is often just a system of measurements accompanied by an acronym. Nowhere is it said a methodology must to be accurate, precise or reliable. There are “methodologies” on the market today with margin of error rates in the double digits, but I have no doubt the people using them still have confidence in those methodologies. Here are 11 common measurement mistakes that undermine success in customer experience programs. . . . read more >>
Do Customers Prefer Technical Support That They Paid For?
With the increasing dependence on technology, excellent technical support is critical in enhancing customer experience and maintaining loyalty. Quality technical support is just as important as the quality of the product itself. In today’s marketplace, technical frustrations can quickly result in a poor reputation, customer erosion and, consequently, lost revenue. Yet, a positive experience can produce repeat buyers. For many customers, rapid technological innovations translate to steep learning curves and disappointment. A Kelton Research Study reported that the average computer user spends 12 hours per month fixing problems. Each of these painful experiences erodes customer satisfaction and brand loyalty. In these cases, it’s critical to maintain a clear channel of communication with customers. . . . read more >>