OK, I’ll admit it: Following on the heels of my constant criticism of those who only respond to one of several points in an email, I did it myself this week. It got me thinking about finding the sweet spot between providing too little information to fully address and too much information to get full […]
Information overload coupled with inattention is creating a variety of customer service challenges. One of them, seemingly ironically, is over-communication that leads to incomplete reading and, in some cases, lack of action altogether. How do you get fully heard, and have all of your concerns addressed? Conveying too much information in a customer service complaint […]
A couple weeks ago, I criticized J.B. Hunt, Costco’s Whirlpool delivery partner, for tech-fueled communications snafus. Between Costco and J.B. Hunt, auto-generated notices flew back and forth about canceled orders, etc. When I investigated, I learned that all was well. It was just auto-tech run amok. Well, I believe tech likely ended up helping me […]
As with almost everything in this world, technology is not all or nothing. Glitches and gaffes are offset by really cool advanced technology that truly engages prospects and customers. A recent Forbes.com article by contributor Bernard Marr illustrates the point in detail. Titled, “The 6 Customer Experience (CX) Trends Every Company Must Get Ready For […]
Technology is touted for its customer relationship management enhancement. Using advanced techniques, marketers can mine much information about prospects and customers, ranging from how they want to be communicated with to buying habits. But, there’s a decided dark side to technology run amok—or not running at all. When it complicates or confuses the buying process, […]
I hadn’t planned to write this post, but Amazon’s batting zero this week inspired (and infuriated) me. Recently, I wrote a post about how Amazon needs to slow down fulfillment and delivery to ensure keeping its commitments. Well, this week alone they’ve missed multiple delivery deadlines. The first time was evidently some snafu between the […]
I gotta admit: I’m conflicted about ordering from Amazon for reasons beyond fulfilling their guaranteed delivery windows and treatment of employees. A just-uncovered businessinsider.com article details how the company is NOT providing top-notch customer service to its sellers—who are invaluable stakeholders in Amazon’s success formula. The article notes: “Amazon charges third-party sellers as much as $5,000 […]
While the art and science of good customer service can get rather complicated and sophisticated, the essence is simple: Make customers like, trust and respect you. All the customer service-oriented bells and whistles in the world won’t do the job if people become unsure and start questioning commitments. This is a downside of current same-day/next-day […]
Good customer service requires rethinking and, in some cases, slowing down fulfillment and delivery. Yes, s-l-o-w down. Here’s why: Once people get accustomed to a standard—say two-hour grocery delivery—they will be disappointed and frustrated more readily when delays occur. Amazon’s same-day and one-day free Prime fulfillment and delivery options are a perfect case in point. […]
Merriam-Webster defines “propaganda” as: “…the spreading of ideas, information, or rumor for the purpose of helping or injuring an institution, a cause, or a person…ideas, facts, or allegations spread deliberately to further one’s cause or to damage an opposing cause…also : a public action having such an effect.” According to Wikipedia, “Propaganda, an influential book written by Edward L. Bernays […]
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