Poor customer service really carries a high cost in many ways. One way is through customers that defect. In an article by Kana Software that appeared in Loyalty Magazine, I was struck by some numbers he quoted. Let me share them.Read More
I have spoken with several clients over the past few weeks about how to “keep their customer service improvement process” moving forward and alive. They have been at it for several years and performance has plateaued. What were my ideas on getting new life into the program?Read More
Many companies have had a formal customer experience program in place for many years. They have accumulated thousands, and in some cases, hundreds of thousands of interviews. Employees have completed training, and new technologies have been implemented to improve the customer experience. Among our long-time clients, all have a customer experience that is superior to what it was in the past. As I work with these clients, I have had several discussions about how to keep their program both fresh and effective. I want to outline some suggestions that can help keep the feedback component of your program alive and well:Read More
I have written on several occasions about the need to focus on both the customer and employee when improving customer service. After a recent trip visiting clients I want to revisit the topic again.
A friendly smile. A welcoming voice over the phone. Someone who makes an extra effort to make sure you are pleased. These things matter in customer experience, but since many of these “little things” are in the eye of the beholder, it is difficult to know just how much impact they have. Did you know there is one simple thing you can do that will improve your customer experience score?
A recent research project for a client opened our eyes to the impact that high-quality customer service has on growth. This client has used our transactional survey process for five years.
We compared the service growth over a four-year period by individual customer account with the responses from each customer account to the Net Promoter® question (willingness to refer).Read More
Sears is now in bankruptcy. Creditors are pushing for a sale of its assets because they view the holdings of the company as more valuable than its worth as a going concern. Why this ignominious end? The reasons for the company’s decline are many and varied.Read More
Managers may intuitively know having engaged employees is critical to business success, but recent research also supports this assumption. A Gallup study conducted in 2013 found that:Read More
Over the past several months, I have had the pleasure of working with one of our clients, AGCO Corporation, to provide some customer experience training. It has been a very rewarding experience and has caused me to think more closely about how important the touchpoints we have with customers really are. Even touchpoints that we too often take for granted.Read More
I recently had the opportunity to visit one of our client's service and sales location. I particularly wanted to meet the team at this agricultural equipment dealer because of their sound performance on our survey program. After spending several hours there, I came away with several observations.
First, they have designed their processes to actually serve customers. Second, employees appeared quite engaged in what they were doing. Lastly, there was a palpable sense of pride in what they were doing. The visit provided many insights into how to deliver excellent customer service.Read More