Today’s post started out as a source of frustration, but on reflection, “helpful” customer service is something many of us are doing to our customers. What do I mean by “helpful” customer service? Let me share an example. It all started when I tried to contact an airline with whom I fly a lot. My… Continue reading Why you need to quit serving “helpful” customer service
My time as a consultant highlights that whether you’re working in a large or a small business, the fundamental challenges are the same. Stiff competition, tight budgets, demanding customers and a need to evolve. Small business can be nimble but cash poor, large businesses have budget but are constrained by bureaucracy. I reflected over this… Continue reading Why consistency, ownership and being human matter most in customer experience
“Hello there, it’s Amy here. So how was your dress fitting?” It was like music to my ears, as I sat amongst my team in Bristol. They deal with a complex insurance product, and customers need a lot of help to wade through the complexity of the policies to find the right product for them. … Continue reading This is how every customer call should start
When you start a start a new role in customer experience, one of the first things you’ll do is to establish how well-defined & managed the customer experience is. It’s easy to get bogged down in detail, so this week’s post aims to help us make an initial assessment (or review ongoing progress) of our… Continue reading What are the raw essential ingredients in a customer journey?
I’ve recently been thinking a lot about what a fully fledged, effective Voice of the Customer infrastructure should look like. In previous posts, I’ve highlighted the importance of having a Voice of the Customer (VoC) within any customer or client facing business (let me know if you’d like links), but in essence, my top 5… Continue reading Voice of the Customer: what metrics matter – an update
We’ve entered into one of our busiest periods at the moment, and we’ve worked hard on planning and preparation to ensure that we deliver the best possible experience, despite the volumes of work. A key part of that preparation is thinking about the customer facing people, and how ready they are for the extra work.… Continue reading 5 superpowers your customer team should have
For many businesses, big data is a hot topic. Whether you’ve got it, whether you’re building it, or whether you thinking about it, tech start-ups have demonstrated how important big data is. But for those who are yet to take the plunge and embrace big data, I thought we should go back to basics and… Continue reading Jargon Buster: Big Data De-Mystified
In recent discussions with a number of businesses, the thorny topic of the relationship between sales and success has been raised. In a flawless model, both teams work in unison to discover a prospect, identify their need, propose a solution, close the deal and drive product adoption through to customer advocacy. All too often, conflicting… Continue reading 4 barriers to sales and success working together – and how to fix them!
Around a month ago, I set the Workshare customer support team a challenge – deliver service that makes you proud of every single customer interaction. It might seem a little fluffy or intangible, but they are passionate, committed, inquisitive and focused. As with any technical support team, there are times when investigating and fixing an issue… Continue reading Can you really increase First Contact Resolution by 30% in 3 weeks?