Two unrelated social media posts show how deep and wide intrusive, over-communicating customer service platforms can get. One states, “I recently bought Royals tickets for a team outing and I’ve literally had to unsubscribe from 8 different Royals email lists already.” Another points out, “Once you donate…you can expect to be bombarded with robocalling pleas […]
One end of the pendulum to the other: From not communicating enough with customers to deluging them with confirmations, reminders, requests, survey questions, and directives via automated platforms and conversations. Clear, consistent communication is one thing. This is getting very noisy and annoying. While most customers can control the level of information provided to some […]
When a company courting you starts out with a bait-and-switch pitch to get your business, chances are excellent that their customer service leaves much to be desired as well. It’s the epitome of inaccurate and incomplete information. I recently came upon a new and somewhat compelling nutritional program article. Interested, I filled out a profile […]
Pandemic-soothing commentary coming from the Trump White House established new, awful standards for telling people what they wanted to hear versus what they needed to know. Factual outcomes dashed hopes, ruined lives, and rendered a horrible disservice to those supposedly being served—the American people. In an effort to mollify customers or move on quickly to […]
When a retailer or restaurant provides bad customer service, there generally are other choices. You can simply leave one and try another. But, what do you do when the company providing bad customer service is the only game in town (e.g., telecom provider)? Or, you have a lender (e.g., mortgage loan) that you can’t just […]
In an increasingly complex world deluged with communication overload, it’s more important than ever for customer service reps to provide accurate and complete information. Unfortunately, it’s ever-more-challenging to do this, especially when the issues involved are emergent and/or complex in their own right. Pandemic-triggered efforts to relieve both personal and business suffering have provided huge […]
Call it what you want, customer care, customer service, customer experience—the basics are still grounded in traditional tactics that worked hundreds of years ago. Today’s discussions, offerings and latest shiny tech toys are all variations on the same themes we’ve always cited as keys to success. According to astutesolutions.com: “78% of consumers said their customer service […]
Hit-and-miss customer care ultimately won’t cut it. Neither will experiences that don’t provide adequate self-service options. Companies with perceived “slow poke” responses also will drive consumers elsewhere. Customers expect a consistently positive experience, the opportunity to decide how to interact, and fast answers. They’re not patient when these expectations aren’t met. An astutesolutions.com article addresses […]
Regardless of how you define “customer experience,” “customer experiences,” and “customer service,” you need it all. An article in astutesolutions.com goes back and forth between talking about customer experience (CX) and customer service. It’s all interrelated. The article notes: “We live in the age of the customer. They now have the means and technology at […]
Is taking care of customers a strategy or a tactic? Is it transactional or a relationship? Does it encompass problem-solving or the totality of the experience with the customer? The answer to all of this is…all of this. In some circles, the process of problem-solving with customers is a series of tactical transactions. In other […]
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