Consumer’s today are increasingly demanding. Not only wanting high quality products but expecting high quality customer service.
Delivering superior value to the customer should be the prime concern of business Managers. This not only includes the actual physical product but their customer service component as well. Products that do not offer and integrate good quality customer service that meets the expectations of consumers are difficult to sustain in a competitive market.… Read more
Blockchain and Bitcoin; but we’re afraid to ask
There is a superb summary of the ins and outs of Blockchain penned by Nourial Roubini in the Guardian– its key thesis is that overpriced cryptocurrencies owe their diminishing credibility to an over-hyped technology.
One of the promises of blockchain technology is that it could cut out large amounts of paperwork.… Read more
The most important figures that one needs for management are unknown or unknowable, but successful management must nevertheless take account of them.
-W Edwards Deming
Last week I wrote about customer feedback, and I’ve had a question about one of the comments I made there. I said how do you assess a rating of 3 out of 5 when you ask a customer about service.… Read more
In the last of a series on customer services, today i”l outline four things you CAN do to reduce the effort needed for customers to enage with you.
I think I’ve made the case that its reducing dissatisfaction that drives better performance than providing more WOW moments to increase satisfaction.
In a customer care situation, whether it’s on the phone or through self-service options, some of the key problems that affect the customer’s ability to quickly resolve problems include:
- Repeat contacts (issues not solved first time)
- Channel switching (phone, to website, mobile to laptop, phone to personal contact)
- Transfers (to a more qualified person, to a supervisor)
- Repeating information (didn’t get it, didn’t get it right, new person, no access to your file)
- Generic service (person, robot, chatbot)
- Policies and processes customers have to endure (maybe good for the company but not for us)
Research found that customers who faced low effort getting problems resolved were 94% more likely to repurchase and 88% more likely to increase spend.… Read more
We’ve been told time and again to delight our customers, to WOW them with our exceptional service.
When we exceed customer expectations then loyalty increases.
Yet recent research may show that instead of delighting and wowing customers we should make out interactions effortless… or thats what i said last week.
So how much effort should we put into surprising, delighting and WOWing customers?… Read more