Customer
Customer Experience – Consistent vs. Personal
We always talk about the importance of providing consistent customer service but isn’t making it personal better? Don’t we all want to feel validated as individuals? For most companies, consistency equates to process, and they, in turn, dehumanise the experience. Recently, Dennis Snow posted Customer Service Wows – It’s About Consistency. I agree but recently I’ve [...]
Customers, Companies and Social Media – Levelling the Playing Field
Customers don’t own the conversation. The only thing that social media has done is level the playing field. Companies are scared of social media because they don’t control information about them anymore. It used to be that individual consumers couldn’t get their message out massively. Only companies had the resources to communicate via mass media. [...]
Speak Like a Human to Enhance Customer Service
I was browsing Delicious for interesting content using the ‘customerservice‘ tag and came across this excellent article. (Thanks to briangryth for tagging.) “My Challenge to you: only speak like a human at work” on the Telegraph. Like any valuable relationship, the ones we have in business hinge on trust. And trust depends on openness, respect [...]
Customer Excellence by Using a Sincere Apology
There is tremendous power in delivering a sincere apology, especially when dealing with an unhappy or dissatisfied customer. Whenever you’re working with an unhappy client, your first step should always be to listen with empathy. However, immediately afterward, it is tremendously important to deliver a sincere apology. There have been numerous blog posts on this [...]
Enhanced Definition of Customer Experience
Now that I’ve defined what the customer experience isn’t, let’s take a look at what it is and should be. In my post “What is Customer Experience” I started with a general definition from Wikipedia. It says that the customer experience is “the sum of all experiences a customer has with a supplier of goods [...]
