The Customer Experience Fork In The Road | By Ian Moyse
Summary
Have we all not got fed up of invoking a request via whatever channel (chat, email, web form, social media or phone) to find a non-response or at best a poor and slow one. If like me when you get these messages you also deliberate on whether they will come back to you (I always now create a diary event with the details to ensure it prompts me when they have missed their SLA and I should be chasing – usually with a phone call as they have now let me down again!). If you enable your own team to serve easier, quicker and in a more informed manner, the customer will be more receptive and the ‘conversation’ will be more productive and conducive to both parties. Loyalty quickly wains anyway when new world approaches and entrants are on offer – ask Blockbuster, Toys R’ Us, Taxi Drivers fighting UBER and we could go on. Most of all put yourself in the shoes of ‘YOUR’ customer now and at repeated stages to understand what you are truly like from the outside, not only relying on your internal perceptions of beliefs which are biased towards goodness!
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