In this era of fake news and fast communication, company reputation is more vulnerable than ever to one negative headline or storyline. Strong customer service ratings over a substantial period of time can limit the damage, showing a pattern of competence and caring that supersedes isolated hits to a reputation. Building and maintaining a positive […]
Customer experience futurist Blake Morgan addressed her thoughts on customer experience and digital transformation in a year-ending Forbes.com article. She emphasizes, “Digital transformation and customer experience go hand in hand. These 100 statistics show the growth and importance of digital transformation, its impact on customer experience and digital challenges and opportunities for the future.” According […]
While knowing your customers’ preferences, buying habits and idiosyncrasies is important, some would argue that it’s missing the point. Judd Marcello, EVP of Global Marketing at Cheetah Digital makes the case in Forbes.com that “The Customer Journey Doesn’t Exist … So Stop Trying To Manage It.” He points out, “Today, customers have more power, more […]
Given my firm belief that customer service encompasses every element of company performance—including employee acknowledgment and respect—the coming decade will focus squarely on competition for the best treatment both of customers and employees. Companies dedicated to both will continue to grow. Companies ignoring either will find themselves looking up at their competitors. A November Forbes.com […]
As technology and customer expectations evolve, so will customer service practices and commitments. Every indication points to increasing emphasis on keeping customers happy to keep the business going. Companies that go all in will survive and increasingly thrive. Those that don’t, even the ones that are “too big to fail,” face major loss of revenues […]
I’ve talked about a version of this before. A purveyor gets you to connect based on reaching out for information, then won’t leave you alone. That can be bad “customer service” long before you become a customer. This past couple weeks, I’ve encountered an even more insidious form of this disease—daily emails. I simply downloaded […]
What can companies do to hedge their bets about this type of needless alienation?
#CXchat #CustServ #CustomerService #Brand #CX #Marketing #BeyondPhilosophy #CusEx #CustomerService
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 […]
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