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In: Operations Best Practices

Today’s post is a combination of venting and advising. Over the past two weeks, I experienced two, completely different customer experiences at a global, well known eyeglass chain; Lenscrafters. One was terrible and the other one was outstanding. Are your customers experiencing the same thing or have you taken measures to ensure and demand consistent and/or repeatable processes? Here’s my “customer experience” story… The purpose of both Lenscrafters’ visits was to adjust the frames on my glasses. If you wear plastic frames like I do, you know that they stretch out and get looser over time and need to be tweaked on a regular basis.Read More →

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In: CRM Best Practices

If you are using a CRM system to manage your technical support or customer service tickets, then you are likely using related system notifications. These are notifications triggered by an action or inaction, and sent to a designated group of employees, customers or both. Customer service teams use notifications for two main purposes, either to generate awareness about a business activity and/or to spur some type of action, such as checking back in with a customer or following up with another department to check on case progress. Ultimately, effective use of CRM notifications will help you achieve your customer outcomes such as achievement of SLAsRead More →

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In: Decision Making, Operations Best Practices

If your position is at a Director level or above, you likely spend most of your time in meetings.  And, while in these meetings, there is often talk about the “front line personnel”… whether you call them agents, analysts, reps etc. What is disturbing about this talk is how many assumptions we make. (And when I say we, I am including myself.)  We rely on opinions formed from months past, anecdotes or second/third hand information, and apply this to current state decision making- which may or may not be relevant. So, what is a leader to do? Get out of the conference room and backRead More →