The data is clear. Both B2B and B2C buyers are willing to pay more for a better customer experience. So, why do we keep treating customer experience (quality, delivery, people) like a cost center? Every other week I drive about 8 miles out of my way to visit my favorite nail salon for a manicure. There are literally hundreds of nail salons all around the area where I live and where I work, and I keep going back to the same place. When I first moved from Boston to Atlanta almost 2 years ago, I tried a number of different nail salons. I read Yelp,Read More →

We 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 invest to actually get the satisfaction they are looking for? How easy is it for customers to find your self service portal? Once they get there, how is easy is it for them to navigate and find the actions they are seeking? After they open up a customer service ticket, how well do we do keeping them informed of the progress, or do we rely on them to continually check in? When we improve ourRead More →

Every 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 world is a wonderful, dreamy place. This just happened to me on a business trip to India. Over a ten day period, I flew from the U.S. to Mumbai, then Pune and then Bangalore, India, to attend a customer conference and then to meet with our local customer service team members.  The trip was a huge success, with the exception of my laptop glitch. Like most business travelers, I traveled to India with my laptop.Read More →

It’s not all about the SLAs or speed of resolution. When we consider options to improve the customer experience, discussions often lead to complex process improvements or expensive tool enhancements, but there is something we can all do that is relatively easy and almost free. This is to keep our customers well informed during the problem solving progress. There are three major components to the act of keeping a customer well informed: Acknowledge that work has begun on their problem. Share the problem solving activities. Set and follow through on time frame expectations. When I receive feedback in customer satisfaction surveys and directly from clients, keeping customersRead More →