Customer service GAP model

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

How to ensure effortless service

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

Make your service effortless…

… for your customers.

Recent research has shown that effortless service (service that consistency delivers on hygiene factors) is much more likely to increase customer loyalty than WOW service that fails on some hygiene factors.  This is a follow on to last weeks post about motivation and hygiene factors in customer service,

What do I mean by effortless service.  Two examples…

First example, I recently changed my phone and upgraded to iPhone 8, through SingTel.… Read more

Hygiene is paramount in building customer service

Well yes, that sort of hygiene is important, but “Hygiene factors” in building customer service are significantly more important than previously thought and significantly more important than delighting your customers.

Frederick Herzberg introduced concepts in the 1950s that have revolutionised the way we look at employee motivation in the workplace and these have now moved into motivating customers in business. His theory introduces two separate scales measuring employee satisfaction.… Read more

What’s needed for Effective strategy implementation?

To start a new year, I’d like to look again at what I believe is the most important thing in business… doing the right things right.

And on the first day of January, I’d like to focus your attention on HOW to do the thing right…

I run a strategy day for SMU for various corporate clients… in the morning we discuss what we need to do… the “what” of strategy development.… Read more