You don’t have to be a customer service expert to know that respect is an immensely important part of customer service. In fact, we consider respect a cornerstone of any customer service philosophy, and we include “being disrespected” as one of our 7 Service Triggers, the seven customer service hot buttons that are guaranteed to ruin a customer experience. Read more
Research on first impressions confirms two very fundamental facts: first impressions happen rapidly and subconsciously.
The old adage is true: you never get a chance to make a first impression. Because once that impression is made, our tendency towards confirmation bias means we are looking for evidence to support that impression and ignoring evidence that contradicts it. In other words, first impressions are hard to overcome.
If the first impression is a positive one, that can work for us and our organizations. If the first impression is a negative one, then we start the relationship with a negative balance in our brand deposits account, so to speak.
In thinking about first impressions, I pondered the many ways organizations had made poor first impressions on me, and as a thought experiment, I set a timer for five minutes and tried to list as many ways as I could remember. Read more
Known most commonly as NPS®, Net Promoter Score® is probably the most popular metric in customer experience and customer service. The Net Promoter Score measures the answer to a single customer survey question:
How likely is it that you would recommend [brand/product/service] to a friend or colleague?
The concept of NPS was first proposed in 2003 by Fred Reicheld in his in his Harvard Business Review article, The One Number You Need to Grow. In that article, Reicheld argued argued that NPS could directly reflect loyalty and thus organizational growth. Read more
Back in 2005, Bain and Company released a report entitled: Closing the Delivery Gap: How to Achieve True Customer-Led Growth. It was a fine report with plenty of good lessons for customer experience, but it was the statistic upon which it was based that has lived on far past the shelf life of the report itself.
Bain surveyed 362 firms and found the following:
80% of organizations believed they delivered a “superior experience” to their customers; however, only 8% of customers felt the same way.
Bain described this differential as the “delivery gap.” Read more
I was able to catch up with my buddy Stan Phelps at Influence 2016, the annual conference of the National Speakers Association. Stan, who is the author of five different books on customer experience, gave me a quick glimpse at why his next book, Red Goldfish, focuses on social purpose in corporations. Read more
Let me say it here once and for all:
You do not have to exceed customer expectations to deliver great service.
Do surprise and delight matter? Sure.
Do WOW moments make an impact? Of course.
Do we all love stories about incredible customer service? Heck yeah!
But they are the cherry on top; they are not the cake. Read more
I was able to catch up with my podcast partner, Jeannie Walters, at the recent National Speakers Association Influence 2016 event in Arizona and talk with her about one of her customer experience specialties: microinteractions.
What Are Microinteractions?
A microinteraction is any small moment where a customer interacts with your brand. It could be a confirmation email, an exit sign, or a voicemail message.
Yet, these moments, while seemingly small, can have a big impact on the customer’s experience. Read more
Love stories in the movies, whether in the form of romantic comedies or more sentimental Nicholas Sparks-esque vehicles, have one similar device: the movie ends when the two love interests finally get together.
Usually, the couple has overcome obstacles that have kept them apart — either self-inflicted or environmental — and the movie closes when they are finally together, in each other’s arms, music crescendoing in the background as they start their new life together.
Romantic movies end there for one simple reason: what comes next is not romantic.
What comes next is bills and careers, crying babies and sleepless nights, and deciding whose going to leave work to pick up little Johnny from school.
What comes next is life, with its ups and downs, its highs and lows.
It can be messy, it can be complicated, and it is the reality that follows the fantasy at the end of the movie. Read more
I had the pleasure to speak with Jay Baer for our new “Expert Interviews” series on YouTube.
Jay is a renowned business strategist, keynote speaker and the New York Times best-selling author of five books who travels the world helping businesspeople get and keep more customers. He recently wrote a fantastic book on social media customer service called Hug Your Haters.
Now, I don’t say this about many books, but Hug Your Haters is a “must-read” if you are involved in customer service in any capacity. Because today, if you’re in customer service, you’re in social customer service — one way or another. Read more
Everyone who has ever worked in a customer service capacity knows that we won’t always have the ability or resources to solve every customer problem we encounter. What we can do each and every time we speak with a customer is offer them our attention, by listening to their needs in an engaged manner and responding appropriately.
Listening forms the foundation of any effective customer service interaction, and it is one of the most powerful tools available for turning a negative experience into a positive one.
Research has shown that both participants in a conversation feel better when they perceive the other party is engaged in active listening, meaning that it has the potential to increase satisfaction for both customers and employees.
Here are a few ways that listening is important to customer service: Read more