I spent the past few weeks on the road, enjoying a bit of vacation and visiting clients. Getting away from my usual round of activities is refreshing for me. I discover new things. I hear comments in face-to-face discussions that I do not understand in a phone conversation or read in an email. I read from different and learn different and new things.Read More
A fantasic product will only take you so far to success. I have argued that a strategy based mainly on product differentiation; without considering other aspects of a customer’s journey, is not a robust strategy for the long run.
I cannot say if customer service is, in general, improving or getting worse. The American Customer Satisfaction Index suggests that customer service improved until mid-2014 but has been trending downward since. It is probably growing in some industries and not in others. Personally, I am occasionally impressed with the service, but the service I receive is “adequate.” I give talks frequently, and I often start the presentation by asking who can recall a positively memorable service experience in the last few months. Typically, I will see a smattering of raised hands. If asked about unsatisfactory service experiences, the number of hands raised is usually far larger. Is Customer expectation changing or is consistency slipping?Read More
We have observed the better performing clients on our ServiceConnect program seem to have a different organizational culture. Often, you can't put your finger on it but there is a palpable difference. For example, when you walk in the door and meet an employee there is a palpable difference in the way they approach you. Among those clients with better customer service, the employees may be a bit friendlier and go out of their way to welcome you. More fundamental to a healthy organizational culture (and a bigger thing) is an openness to new ideas and a willingness to give a try to new things.Read More