When Customer support is the problem

Nothing is 100%.  Things fail, products break, even very important services go dark from time to time.  A Customer who expects and demands perfection is certain to be disappointed pretty often, and in fact is being somewhat unreasonable, if you ask me.

With this understood and its obvious importance, then, why is Customer Support so often the place where CX takes the hardest hit?  Surely some Customers are emotional or freaking out when something doesn’t go right.  But for the most part, people understand that accidents happen and we live in an imperfect world.  As upset as a Customer may be, when they call in needing support, they’re likely entering with a good degree of generosity and goodwill, even if tinged a bit by anxiety.  So why do so many brands squander that? (more…)

By | 2021-09-22T14:55:09+00:00 September 22nd, 2021|Categories: Consulting, CX Strategy, CX Thoughts|0 Comments

For CX success, re-evaluate your purpose

May I offer a modest suggestion about CX?  Here it is:

The purpose of Customer Experience as an endeavor (a department, a practice, a field of study, etc.) is to improve the alignment between what your company says it’s all about (call it mission/vision, corporate values/principles, or simply Brand Promise) and the experience your Customers have when they interact with your brand. (more…)

By | 2021-09-15T15:04:48+00:00 September 15th, 2021|Categories: Consulting, CX Strategy, CX Thoughts|0 Comments

Better than NPS? Brand Alignment Score

I’ve written previously about how silly things like Net Promotor Score’s ‘Likelihood to Recommend’ question can seem.  I think, generally, that comes more from a place of complacency than downright lunacy.  It’s more likely people are asking questions like that less because they’re off their rocker than simply because, well, that’s what everybody is asking.

So the solution to such groupthink, I think, is to start…thinking.

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By | 2021-09-09T15:56:20+00:00 September 9th, 2021|Categories: CX Strategy, CX Thoughts, Measures & Metrics, Process Engineering|0 Comments

Let’s ask better questions

With text analytics and artificial intelligence and sentiment analysis, technology has really moved us into a new world of possibilities when it comes to understanding our Customers’ feedback in a variety of formats.  I’ve seen some pretty amazing uses of this new world of business analytics and high-level number-crunching.  The way some software out there is able to analyze and synthesize even unstructured data is pretty mind-blowing.

So why are we still doing VoC the same way? (more…)

By | 2021-09-09T12:45:59+00:00 September 1st, 2021|Categories: Consulting, CX Strategy, CX Thoughts, VoC|0 Comments