Comments for Interaction Thinking http://interactionmetrics.com/blog Wed, 22 Feb 2012 20:22:08 +0000 hourly 1 http://wordpress.org/?v=3.2.1 Comment on Here’s Why U.P.S. Failed the Top Haggler by Darrell Raschio http://interactionmetrics.com/blog/?p=192#comment-227 Darrell Raschio Wed, 22 Feb 2012 20:22:08 +0000 http://interactionmetrics.com/blog/?p=192#comment-227 Thanks Martha for highlighting David Segal's "The Haggler" column about UPS customer service. Your substantive comments are refreshing and right on target. Here's my view; UPS is a 20th Century heir to the Industrial Revolution with the technological and logistical ability to complete almost 16 million delivery transactions each day worldwide, while simultaneously enraging what must be a staggering ("proprietary") number of customers - victims of the seemingly inevitable errors that arise from that volume of transactions. I'd call what they are doing the Flintstones-Jetsons Paradox, an old/modern problem whereby technological innovation far outpaces human abilities to adjust to it. They have married modern lightning fast transactions with caveman customer interactions. A company can't anger - what seems to add up to - millions of customers a year and flourish indefinitely. But as the 20th Century sage Yogi Berra once said "The future ain't what it used to be". Technological innovation can be balanced with emotional intelligence. In fact, customer interactions have become more important than transactions. There are now many innovative and effective techniques businesses can use to understand and improve their customers' experiences. One resource I would recommend is Daniel Kahneman's book 'Thinking Fast and Slow - a culmination of decades of research in social psychology and behavioral economics. Thanks Martha for highlighting David Segal’s “The Haggler” column about UPS customer service. Your substantive comments are refreshing and right on target. Here’s my view;
UPS is a 20th Century heir to the Industrial Revolution with the technological and logistical ability to complete almost 16 million delivery transactions each day worldwide, while simultaneously enraging what must be a staggering (“proprietary”) number of customers – victims of the seemingly inevitable errors that arise from that volume of transactions. I’d call what they are doing the Flintstones-Jetsons Paradox, an old/modern problem whereby technological innovation far outpaces human abilities to adjust to it. They have married modern lightning fast transactions with caveman customer interactions. A company can’t anger – what seems to add up to – millions of customers a year and flourish indefinitely.
But as the 20th Century sage Yogi Berra once said “The future ain’t what it used to be”. Technological innovation can be balanced with emotional intelligence. In fact, customer interactions have become more important than transactions. There are now many innovative and effective techniques businesses can use to understand and improve their customers’ experiences. One resource I would recommend is Daniel Kahneman’s book ‘Thinking Fast and Slow – a culmination of decades of research in social psychology and behavioral economics.

]]> Comment on Here’s Why U.P.S. Failed the Top Haggler by Martha Brooke http://interactionmetrics.com/blog/?p=192#comment-224 Martha Brooke Tue, 21 Feb 2012 21:35:05 +0000 http://interactionmetrics.com/blog/?p=192#comment-224 Agreed. While companies often forget to think from the customer's perspective, it's still odd. And while UPS does well, they could probably do even better if they loved their customers a little more. In this age of hypersensitive social media, excellent customer service is the smart, sustainable way to go! Martha Agreed. While companies often forget to think from the customer’s perspective, it’s still odd. And while UPS does well, they could probably do even better if they loved their customers a little more. In this age of hypersensitive social media, excellent customer service is the smart, sustainable way to go! Martha

]]> Comment on Here’s Why U.P.S. Failed the Top Haggler by Rich Bruer http://interactionmetrics.com/blog/?p=192#comment-223 Rich Bruer Tue, 21 Feb 2012 17:31:57 +0000 http://interactionmetrics.com/blog/?p=192#comment-223 Well said, Martha. UPS has branded itself with "We love logistics." Maybe it should love its customers a little more. Well said, Martha. UPS has branded itself with “We love logistics.” Maybe it should love its customers a little more.

]]> Comment on You Responded, But Did You Answer the Question? by Morgan Stewart http://interactionmetrics.com/blog/?p=160#comment-189 Morgan Stewart Mon, 06 Feb 2012 19:43:38 +0000 http://interactionmetrics.com/blog/?p=160#comment-189 Excellent points! Today’s customers have high expectations and demands the best service from their brands. Additional challenges exist with online social media tools such as blogging, Twitter and Facebook. A brand’s reputation can be made or broken by one excellent or poor customer experience. By establishing consistent communication channels between you and your customers, you will gain opportunities to build relationships and increase brand loyalty. From our experience, a fundamental best practice is to provide your agents with the knowledge and tools to create a transparent experience for your customers. Use their initial training to establish a standard and ongoing coaching to allow for increased consistency, alignment, and quality. Foster your brand representatives, provide them with the tools and support for success. MORGAN STEWART Marketing Manager | Direct & Digital Marketing 24-7 Intouch mstewart@24-7intouch.com | @MorgStew Excellent points!

Today’s customers have high expectations and demands the best service from their brands. Additional challenges exist with online social media tools such as blogging, Twitter and Facebook. A brand’s reputation can be made or broken by one excellent or poor customer experience. By establishing consistent communication channels between you and your customers, you will gain opportunities to build relationships and increase brand loyalty.

From our experience, a fundamental best practice is to provide your agents with the knowledge and tools to create a transparent experience for your customers. Use their initial training to establish a standard and ongoing coaching to allow for increased consistency, alignment, and quality. Foster your brand representatives, provide them with the tools and support for success.

MORGAN STEWART
Marketing Manager | Direct & Digital Marketing
24-7 Intouch
mstewart@24-7intouch.com | @MorgStew

]]> Comment on Branding Customer Touchpoints: Why Most Companies Aren’t Cutting it by Christopher Swinford http://interactionmetrics.com/blog/?p=97#comment-181 Christopher Swinford Sun, 05 Feb 2012 01:01:33 +0000 http://interactionmetrics.com/blog/?p=97#comment-181 This is the right blog for anyone who wants to find out about this topic. You realize so much its almost hard to argue with you (not that I actually would want…HaHa). You definitely put a new spin on a topic thats been written about for years. Great stuff, just great! This is the right blog for anyone who wants to find out about this topic. You realize so much its almost hard to argue with you (not that I actually would want…HaHa). You definitely put a new spin on a topic thats been written about for years. Great stuff, just great!

]]> Comment on Experience Counts: The “Downgrade” Debacle by Leif Bough http://interactionmetrics.com/blog/?p=101#comment-168 Leif Bough Thu, 26 Jan 2012 14:32:10 +0000 http://interactionmetrics.com/blog/?p=101#comment-168 I have read some good stuff here. Certainly worth bookmarking for revisiting. I surprise how much effort you put to create such a fantastic informative website. I have read some good stuff here. Certainly worth bookmarking for revisiting. I surprise how much effort you put to create such a fantastic informative website.

]]> Comment on CEx 2012: Nail Email! by equapsupt http://interactionmetrics.com/blog/?p=115#comment-166 equapsupt Wed, 25 Jan 2012 06:35:31 +0000 http://interactionmetrics.com/blog/?p=115#comment-166 Hello! Just want to say thank you for this interesting article! =) Peace, Joy. Hello! Just want to say thank you for this interesting article! =) Peace, Joy.

]]> Comment on Unstructured Data Needs an Unstructured Approach by Anita http://interactionmetrics.com/blog/?p=90#comment-138 Anita Sat, 14 Jan 2012 13:33:17 +0000 http://interactionmetrics.com.tempwebpage.com/blog/?p=90#comment-138 Like the blog Like the blog

]]> Comment on Experience Counts: The “Downgrade” Debacle by Brandy Young http://interactionmetrics.com/blog/?p=101#comment-135 Brandy Young Sat, 14 Jan 2012 02:27:40 +0000 http://interactionmetrics.com/blog/?p=101#comment-135 Wow, great article.Really thank you! Awesome. Wow, great article.Really thank you! Awesome.

]]> Comment on Unstructured Data Needs an Unstructured Approach by Twana Bernstrom http://interactionmetrics.com/blog/?p=90#comment-124 Twana Bernstrom Sun, 08 Jan 2012 01:42:03 +0000 http://interactionmetrics.com.tempwebpage.com/blog/?p=90#comment-124 I simply want to tell you that I'm very new to blogging and absolutely loved this web-site. Almost certainly I’m planning to bookmark your blog post . You surely come with terrific articles. Kudos for sharing your web page. I simply want to tell you that I’m very new to blogging and absolutely loved this web-site. Almost certainly I’m planning to bookmark your blog post . You surely come with terrific articles. Kudos for sharing your web page.

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