Bringing you critical observations of customer surveys and customer service.
There are many modes of customer service (phone, in-person, email, etc.). But, when done well, customer service chat is by far the best. It reduces customer effort, increases customer satisfaction and answers customers’ questions quickly. Plus, it’s less costly than the phone, is more immediate than email, and it amplifies conversion by showing up on your website just when customers are about to bail.
Customer Experience Helps ROI Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, great customer service itself is not seen as an ROI generator. But thinking […]
Another Customer Service Improvement Plan? In the US market alone, there are hundreds of customer service consultants offering thousands of customer service improvement strategies which begs the question: does anyone need yet another plan to improve customer service? I think, decidedly, yes, for the simple reason that most customer service remains lackluster and inconsistent—while executives […]
Jerry Sokol writes for Biz Meets Tech and he recently wrote about something that’s always top of mind at Interaction Metrics—good customer experience metrics. Numbers are only useful insofar as they help you improve—simply tracking outcome metrics or just collecting data is never the answer. The right customer experience metrics don’t just tell you that customers […]
At conferences, I’m often asked about mystery shopping, and it got me thinking: there are a lot of misunderstandings about what mystery shopping can and can’t do. What Is It Good For? Mystery shopping has tremendous value for B2B as well as B2C, and is vital to a thoughtful and well-vetted customer service evaluation. Obviously, mystery […]
Goals If you’re not achieving your goals for the customer experience, you’re probably not measuring at the correct level; learn what that level is. Companies want to give and get value through the customer experience—what are your goals? To deliver proactive customer service? Reduce customer support calls? Increase customer loyalty? Sell more through each customer […]
What Happened? It was the typical noon-time rush at my local Starbucks—certainly not my favorite time to stop, but I was hungry and wanted a snack. I ordered a drink and a bagel, and moved out of line to wait. My drink came out quickly, but five minutes later there was still no bagel. I […]
Invest in Customer Feedback Often, companies don’t sufficiently invest in customer feedback evaluations because they believe hiring smart, friendly staff will produce adequate customer service. And yet, many of these same companies claim that customer service is one of their core strengths. But why settle for adequate? If you want to make strides and get […]
Your Company’s Brand Your company’s brand: it represents the qualities and values of your products and services. So shouldn’t your customer service showcase your brand? Branded customer service gives your brand substance and depth. While your competitors are busy showing their brand simply through advertising, you’ll be cementing your brand through the lived customer experience. […]
The Scenario It’s a familiar scenario: you call a company’s customer service, get your problem solved…and then discover it wasn’t solved at all. It’s a frustrating experience—but a preventable one. Companies that solve all problems in one call offer the best customer experience and maximize their efficiency. Take, for example, a guest who called a […]