Raising the bar on customer surveys & customer service through critical observations.
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 […]
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 […]
Not too long ago, while checking into a hotel on a damp San Francisco night, the front desk clerk noticed my sniffling and asked if I wanted chicken soup. “That’d be great,” I replied, assuming it was just a sympathetic comment and not an actual offer. I was, therefore, quite surprised when only a few […]
Sometimes customer service reps do everything “right” but miss the point of your brand entirely. You work hard to define your brand, but if you ignore the capabilities of customer service to communicate your company’s values, you miss a crucial opportunity to show customers that your brand is not just a logo, it’s a set […]