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 […]
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 […]
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 […]
