applied know how
… 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
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
Why do businesses fail?
Sometimes it’s bad management or poor execution, but more often it’s a simple inability to create a product that people actually want to buy.
And how do you know what people want to buy? You ask them.
Getting customer feedback sounds simple enough, but in practice, getting useful quality feedback from customers can be challenging. I was asked in a recent session I was leading about how to assess customer assessment of their companies performance.… Read more
It seems to many people that any problem a customer is willing to pay for, is worth solving. But that may not be the best way to create a sustainable business. Typically we will start with our own ideas, but this is probably not focused nor compelling enough.
Start with a customer problem, not an supplier idea. Ideas are “free floating” — and most will never turn into a business unless they solve a fundamental problem.… Read more
We hear a lot about digital engagement as a means to enhance our customer service. About how everyone is using digital means to engage with everyone. But Im delighted to know that my gut feel that this trend is overblown, is correct.
The 11th annual Accenture Global Consumer Pulse Survey measured the experiences of 24,489 customers in 33 countries and across 11 industries to assess consumer attitudes toward marketing, sales and customer service practices, primarily focused at digitising customer services.… Read more