When Do You Give Your Customer Service Experience a Thorough Exam?


You take your car in for regular maintenance and your body in for a physical exam.  Women get a mammogram; men get a PSA check.  The optometrist checks your eye sight; the audiologist your hearing and your dentist checks for cavities.  What about the service experience you provide to your customers?  Does it get a regularly scheduled check-up that touches the entire customer journey through your organization? If so, who gets to view the results of the check up and who is responsible for corrective action?
We have been working to create a short, but important check-list to review how you are doing.  Asking the customer to say “ah” (a.k.a., soliciting feedback) and checking various test results (like complaint analysis, FAQ responses and survey results) can add to your smart preventive maintenance.  Here’s a “baker’s dozen” check-up questions to get you started.  Add your own to tailor your list.

Does the service[…] Continue…

What are your Customers’ expectations of “Fast?”


The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class.  All of nature knows night from day, but your dog is clueless about what 9:30 means.  When we tell someone, “Why don’t we meet in an hour,” we are not only operating on a “made up” agreement regarding the precise moment of rendezvous, we are relying on a made up understanding of what “an hour” means.  The measurement of time is a non-existent construct we are taught from the instant we heard, “time for bed.”
Time has become a crucial component for customers’ expectations of “promises kept” with today’s Wired and Dangerous Customers. We live in a 24 hour x 7 days x 365 day wired world. Blame it on FedEx, Netflix, Amazon or Uber, the fact is the old prompt is today’s super punctual.  Yesterday’s “in a hurry” is today’s “in a flash.”  We don’t fax documents[…] Continue…

What is Required for Great Customer Experiences!


Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference? There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful. As Bruce Temkin states, “Hopefully you recognize that emotion is a critical component of customer experience.”
How can you make a strong emotional connection with customers? As we often tell our consulting clients, “It is not hard!” It does take a well thought out vision of what your unique and distinguishing service experience should be, as well as a clear definition of the experiential elements employees need to consistently provide to deliver your special experience. There are several common components we find that deliver the “special” feeling to customers that […] Continue…

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