Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.
VOLUME 31: MAY 2014
Thoughts on the Customer: Your Systems Are Only as Good as Your People
Back in October 2013, I wrote a post entitled Your Service Is Only as Good as Your Systems; there is a corollary however, your systems are only as good as your people.
I went to a franchised frozen yogurt store last week with my wife, where I got to see this principle in action.
The yogurt store is set up for self-service. You pick from a variety of flavors and toppings, and then your cup is weighed at checkout.
The store was crowded, and I finished making my yogurt cup faster than my wife. As I stood waiting at the checkout counter, a young lady offered to weigh my cup. I let her know that it was possible other people would get to the checkout counter before my wife, but the counter rep told me that it was okay — she could weigh my cup and save it in her system.
As someone who focuses on customer effort and reducing hassle factor, I thought this was a great feature that the franchise had implemented and included in their Point of Sale system. However, the system was only as good as counter reps training and willingness to offer the service to me. Had the counter rep not noticed me waiting and proactively offered to assist me, the system would have sat idle and been of no use.
Whenever systems require humans for execution, the system will only ever be as good as the people using them.
The Month in Customer Service Blogging
A collection of the best posts about customer service and the customer experience we read this past month.
- 6 Reasons Social Media Is Your Secret Weapon in Customer Service – Great tips on how to use social media to enhance your customer service.
- 7 Customer Service Lessons from a Jedi Master – Great customer service advice mixed with a little Yoda captures anyone’s attention.
- Are Your Customers Tuning In or Tuning Out? – Interesting perspective on the importance of customer moments in marketing campaigns.
- Creating the Chief Customer Officer Role – Comprehensive look into the Chief Customer Role plus a job description to get you started.
- You’ve Achieved #CX Greatness. What’s Next? – What happens when your customer service hits maturity. Her advice is to keep going.
- Want Your Customer-Facing Employees to Get Engaged at Work? Hire People with a High EQ – Successful customer-facing employees need a high EQ.
- True Customer Experience Leadership: Do You Breed Initiative Beyond Procedures? – A strong case for fostering initiative in your customer service employees.
- Infographic: The Consumer Decision-Making Process Has Shifted – A walk through the shift in the consumer’s decision making process and the importance of customer service.
- Five Ways To Become More Agile And Responsive To Your Customers’ Needs – Barriers and solutions to a company’s agility to meet ever-changing customer needs.
- Salesforce SOS Button Promises Rapid Customer Service Help – Salesforce is using mobile technology to put an S.O.S. button at their customers’ finger tips.
- How To Use Twitter For Customer Service – Practical advice on using Twitter for customer service including ‘Be responsive.’
- If You Can’t Prove The ROI Of Your Customer Experience Effort Then Consider This Option – When everything starts to get complicated, consider just helping the customer in front of you.
- Do You Know The Difference Between Exceptional and Ordinary? – Are your ducks in a row? The difference between being exceptional and being seen as ordinary comes down to managing the details.
- How the Voice of the Customer is Driving Strategy Inside 7-Eleven – 7-Eleven’s three-pronged approach to enhancing its customer experience ends with a VOC program.
- Kirt Manecke: Four Customer Service Tips to Make Your Customers Smile – Here are four ways to make your customer smile, starting with your smile.
Someone Was Listening
Sometimes the most popular post from the previous month; sometimes just the one I liked best.
The situation illustrated in our post Southwest Airlines: A Service Recovery Surprise made me think of one of the core concepts of customer effort and hassle we discuss here on the blog and in our workshops. This situation is a perfect example of how preempting small hassles can positively impact the customer experience.
Photo Credit: http://www.dreamstime.com/arinahabich08_info