Overview

Measuring the Value of a Customer

I’m as big of an advocate for improving the customer experience as you will find. That said, one thing that bothers me is that too often companies don’t know the value of a customer to their business. When I ask, “What is the value of a customer to you?” Often the answer is, “A lot!” That’s akin to an exchange of, “How does this rocket engine work?” And the response comes back, “It works really well.”

Sure, that customer is valuable to you, but what specifically is the value of that customer? It’s pretty easy to calculate. Essentially, you need to [...]

Customer Experience Makeover – Contact Center Edition

Makeovers come in all shapes and sizes. New hair and makeup, new body curves, even a house transformation that makes those tired three bedrooms and 1800 square feet look shiny and new.

What if you took that same concept – out with the old and in with the new – and applied it to the experience you deliver your customers? And how about if that makeover goes right to the core of the customer experience — the contact center? Together with our friends from TMC we hatched the idea. Our plan is to do a complete, no-charge, makeover of the [...]

Using Your Quality Monitoring Powers for Good

It’s not just about catching people being naughty. It’s also not only about having proof that can be used in a legal capacity. It doesn’t have to be all about punishment. It may take a little more effort but quality monitoring can also be used for positive reinforcement.

For years, and I mean years, I have heard speakers at conferences and read books talking about shifting to a rewarding mentality in contact centers.  Despite the prevalence of these resources, I still hear stories about punishing agents, training problems, and all of the negatives that are often involved in running a contact center. It [...]

Learning Web Chat Lessons From Dell

Depending on the research report you read, chat looks to be the second most popular service communication channel, behind the ubiquitous telephone – and yes, ahead of email.

If that is the case, its no surprise that businesses are trying to figure out how to do chat well! Do I blend chat with my agents who also take phone calls? How many chats should an agent handle at once? What are the hiring criteria for a good chat agent? What tools do chat agents need in addition to what their phone counterparts have? What are the best KPIs to apply [...]

My Multichannel Customer Experience Experiment – Post Script

If you’ve followed my posts tracking my experience with Delta airlines (latest post, My Multichannel Customer Experience Part 3), you’ll know that the airline didn’t do too well relative to delivering a great customer experience. However, I think I might have been critical of Delta for the wrong reason. What I’ve now learned is, they’re not bad, they’re just slow!

All my comments about Delta not responding to my tweets, online posts, and phone calls were a bit premature. This weekend, I got two calls from the Delta customer care people following up on my complaint. I then received a [...]

How Multichannel Service Helps Insurers Win New Business

How important is the ability to service and support your customers in a multichannel environment? Below are the results from a consumer survey that were reviewed during a recent Web event, Key 2014 Contact Center Trends and Priorities – How you can be ready. The results clearly show the value of a multichannel contact center. As an insurer, have you given consideration to offering multichannel service to your customers?

Please rate the value of each of the following being available for you to use when you are interacting with that company’s customer service or support:

(Results displayed include a response of [...]

My Multichannel Customer Experience Experiment – Part 3

So here are the results of the last part of my experiment, which in case you missed the overview, is set up in my blog post from last week, My Multichannel Customer Experience Experiment. Essentially, my experiment was designed to see how Delta Airlines would respond to a service compliment and a service complaint delivered over several channels. Here are the results of my “complaint” interaction:

Phone: Let’s start with the phone, since it proved to be the most interesting. I called the phone number listed below the comment/complaint tag on the Delta website. The speech-driven interactive voice response (IVR) prompted [...]

The Emotional Response of the Customer Experience

Have you ever considered the emotional response of your customers during a customer service interaction? As both a customer and a customer experience practitioner, I thought I would share a recent experience from both perspectives. I’ve also included some tips for how the missteps that occurred during the scenario could have been prevented.

It was 10:35 p.m. on a Tuesday when I noticed a bill from my credit card company, which also happens to be my primary bank. I opened it to find that it never received my last payment and had assessed a late fee, an interest penalty and [...]

My Multichannel Customer Experience Experiment – Part 2

I outlined my experiment design in my post last week, My Multichannel Customer Experience Experiment. Essentially, my experiment was designed to see how Delta Airlines would respond to a service compliment and a service complaint delivered over several channels. Here are the results of my “compliment” interaction:

Email: Not offered on the Delta.com website

Webchat: Not offered on the Delta.com website

Online web form: The form was easy to find and had four demographic/ID questions and nine “tell us about your experience questions.” I filled out the form, listed the gate-agent by name, wrote a brief compliment and explanation about my [...]

My Multichannel Customer Experience Experiment

I’d like to let you in on my planned, non-scientific experiment (no animals or humans will be injured J). I hope you’ll enjoy watching this unfold.

In early January I had one of the most challenging travel weeks that I’ve had in a long time. Snow, ice, cold, all contributed to a series of missed flights, reroutes, and lost luggage. Now mind you, I travel enough each year to go around the world around seven times. I’m a million-miler and proudly carry my Diamond Medallion card like a badge of honor. So, I’m no travel wimp!

During my January travel [...]