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Customer Experience Archive
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It’s Customer Effort, Not Just Customer Sat
Posted on September 26, 2012 | No CommentsWe spend a lot of time talking about customer satisfaction but a lot less time talking about customer effort. Said another way, how much effort do your customers have to... -
Wow!! Customer Service On My Trip To India
Posted on September 7, 2012 | No CommentsEvery once in awhile we get the chance to witness a feat of incredible customer service that reminds us that the stars are aligned, people are nice and that... -
The Secret To Managing Technical Support Tickets – Think Beyond Support
Posted on May 15, 2012 | 1 CommentThe secret to managing technical support or production support cases/tickets like a Rock Star is to think beyond just support. Here’s what I mean… If you are leading a technical,... -
Show Them The Way – It’s Not Just The SLA
Posted on May 4, 2012 | No CommentsIt’s not all about the SLAs….. When we consider options to improve the customer experience, discussions often lead to complex process improvements or expensive tool enhancements, but there is something... -
10 Reasons Why Incident Prevention TRUMPS Incident Management in Tech Support Organizations
Posted on November 23, 2011 | 3 CommentsBen Franklin once said, “An ounce of prevention is worth a pound of cure”. I think he may have been in technical support! Technical support and customer support leaders must... -
How to Become a Customer Support Intelligence Superhero
Posted on October 1, 2011 | No CommentsFlying into every meeting with the right charts and graphs, waving the influence wand to make products defect free and removing those boulders of productivity.. It’s a bird, it’s a... -
Why I Love Go Daddy Technical Support
Posted on September 10, 2011 | 1 CommentIn most cases when I have to call a customer service or tech support department, I expect the worst…..long and confusing phone menus (cable TV), continual transfers to get you... -
How To Map The Emotional Customer Experience
Posted on September 2, 2011 | 4 CommentsMost customer experience maps exclude one of the most important, most influential indicators related to driving loyalty, which is customer emotion. Bored during Hurrican Irene, I was perusing Twitter updates...