Not dealing with failure demand is hurting your customer experience

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In my 2016 How To Wow book I quoted research by Sabio and the Customer Contact Association, released in 2012, that found that between 25% and 40% of all calls to UK contact centers are either unnecessary or avoidable. According to that research, the most common causes of those calls included: customers chasing information about deliveries or updates on what was due to happen next in the purchase cycle; customers calling to clarify issues regarding pricing or terms and conditions;

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Where to start when thinking about being brilliant at the basics

brilliant

Just short of a year ago I wrote a piece called: When it comes to customer experience in 2018, can we make boring the new cool? The piece advocated for brands to “consider throttling back on our obsession with what’s next, what’s new and what’s hot and start to focus more on the present.” As a result, that would lead to brands focusing on “being brilliant at the basics and delivering better and more consistent outcomes for customers and employees.”

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Getting the human and tech balance right in customer experience – Interview with Julia Ahlfeldt

High Low Tech Touch Chart

Today’s interview is something different. Last week I was in Pretoria, South Africa, where I was speaking at the Customer Experience Innovation and Tech Fest conference. On the back on my keynote, Julia Ahlfeldt, one of my fellow speakers, asked if she could interview me for her podcast, Decoding the Customer, which explores business trends and innovation in the field of customer-centricity. I said that I’d be delighted to have a chat and thought I’d record it too and release

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Not dealing with failure demand is hurting your customer experience

mistake

In my 2016 How To Wow book I quoted research by Sabio and the Customer Contact Association, released in 2012, that found that between 25% and 40% of all calls to UK contact centers are either unnecessary or avoidable. According to that research, the most common causes of those calls included: customers chasing information about deliveries or updates on what was due to happen next in the purchase cycle; customers calling to clarify issues regarding pricing or terms and conditions;

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Loyalty is dead, long live loyalty!

Greyfriars Bobby & Loyalty

In a November 2017 interview with Mad Money’s Jim Cramer, Salesforce.com CEO Marc Benioff declared that “Loyalty is dead.” At the time, that comment caused a lot of kerfuffle and was used by many in the retail industry to validate their own claims that loyalty was dead. However, if you listen to the interview, when Benioff says that loyalty is dead he is referring to the idea of loyalty as a program. He suggests that loyalty is changing and is

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One customer’s experience suggests that Infiniti is not yet brilliant at the basics

Infiniti

Recently, I was invited to participate in a webinar discussing the role of emotions in customer experience. During the discussion, I made the point that while I believe we should pay close attention to the emotions of our customers, we cannot escape the fact that there is stuff that happens (i.e. what companies say and do) and then there is what we (i.e. customers) make those things mean. That very fact introduces a potentially huge amount of variety and complexity

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Is ‘Powered By Humans’ becoming a thing?

T-Mobile CEO John Legere addresses the audience at T-Mobile’s Un-carrier NEXT event at the T-Mobile Charleston Customer Experience Center on Wednesday, August 15, 2018

Rohit Bhargava has been publishing his annual Non-Obvious Trend Report since 2011. Rather than trying to compete with the normal avalanche of predictions that emerge at the end of every year, Rohit has developed a method where he and his team uncover and share a series of unexpected insights accompanied by explanations about how they may affect businesses in the year to come. In the 2018 version of the report that came out in January, there was one trend that

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Convenience helps you stand out and creates fierce loyalty – Interview with Shep Hyken

convenience

Today’s interview is with Shep Hyken, who is the Chief Amazement Officer of Shepard Presentations and a New York Times and Wall Street Journal bestselling author. Shep joins me today today to talk about his latest book: The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty, why convenience, the dimensions of convenience and how to use it to make a difference to your business’ service and experience. This interview follows on

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Customer loyalty requires more than technology — It needs the human touch

michelangelo

This is a guest post from Kris McKenzie, Senior Vice President and General Manager for EMEA at Calabrio Today’s customers are more empowered than ever, and with that comes increasing demands for a better customer experience. More than 41 million people in the U.K. own smartphones, and customers are finding freedom in these pocket-sized devices: 70 percent of consumers admit that technology makes it easier for them to take their business elsewhere when expectations aren’t met. To meet those expectations,

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