customer service

Customer Service or Lip Service?

In your company, is "customer focus" just a poster on the wall? Or is it a way of doing business?

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Hall of Shame: Bitdefender

What Does It Take To Be Given A Position In The Hall Of Shame?

What does it take to be given a position in my Hall Of Shame? It takes more than averageness, indifference and/or mediocrity. For those that show up this way, for me, I have created the Hall Of Mediocrity. And I shall be inducting CapitalOne into the Hall of Mediocrity in a follow up post.

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Hall of Fame: Waitrose Creates A Delighted Customer

Based on recent experiences I find myself moved to create a ‘Hall of Fame’. And a ‘Hall of Shame’ for well known brands based on how these businesses treat their customers. My commitment is to share the great practices of the ‘givers’ as well as the deceitful-manipulative practices of the ‘takers’.

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Amazon Mayday - Is This the Future of Providing Just in Time Help

This is the first time I have seen the use of video to provide just in time help.

I can well see in the longer term this could have a lot of benefits for IT users with limited skills. In the short term I would think it will be mainly used by the tech literate.

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Why Is Great Service Hard to Find?

If you're like me, you're probably constantly scratching your head and wondering: "Why is great service so hard to find?"

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Twitter for Customer Service? These Companies Get It Right

If you follow my blog and my writings (and rantings, and presentations, and panels — if you ever talked to me about this) you know that I am not a big fan of using Twitter for Customer Service.

It is not that it is not possible to do it well, but it is that the resolution times, close rates, escalation rates, and just about any other metric you can use are so horrible by comparison that to do it is almost a waste of time and resources.

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Why Bother Giving Great Service?

What's it all about? Why is it so important to give great service?

Can you believe this is a question that some people still ask? I can't. But the good news is, it presents an opportunity for me to write a blog post to help convey the message about delivering great service and, ultimately a great overall experience.

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Amazon: Earth’s Most Customer-Centric Company?

Does Amazon deserve the label of ‘Earth’s most customer-centric company’? Before I answer that question, allow me to tell you a little story about a well-known telecommunications company, one whose official strategy was to become customer-centric.

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In the Age of Technology Do People Still Matter?

Why Not Replace People With Technology?

In the second half of the 90s I was involved in consulting in the area of shared services. Being a sidekick I got to witness the sales pitch. What was the sales pitch? No human beings. Everything in the back office was subject to business rules. The business rules could be codified, programmed and back office work could be automated. No human necessary. Nirvana: 24/7/365 nirvana of efficiency guaranteed to deliver the same outcome each and every time.

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Journeys, Not Touchpoints

I named this blog CX Journey™ for a reason - to convey that the the customer experience is just that, a journey.

What does that mean? It means that, while it's important to look at the individual touchpoints, moments of truth, interactions, channels, etc., it's more important to remember the whole journey, the entire experience that the customer has with your brand or organization as he's trying to do whatever job it is he's trying to do.

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