Identical cases are treated similarly, not identically!
B2B space is different than the mass support plans we need for B2C channel. B2B customers with identical needs often expect identical support. But the very nature of B2B support model is treating identical cases with the touch of personalized approach. The treatment is similar, but the experience is personal.
That is how you retain the multi-million dollar accounts and keep them engaged.
Monday, November 28, 2016
Thursday, February 4, 2016
Thursday, January 28, 2016
Till recently, ‘Customer Experience is everyone’s job’, has changed to ‘Innovation is everyone’s job!’
But can you have innovation if you do not keep an eye on customer experience? Said differently, is customer experience and innovation different or can they even be considered to be different? Purist will argue how each have different objective, and while I agree, my point is simple….
Great innovation companies or great customer experience companies combine the two and think of them as a unit.
Tuesday, December 15, 2015
Friday, November 27, 2015
Delivering great customer experience has to be created and nurtured in the fabric of the companies culture.
To do this, great cultures draw a clear distinction between the ‘permitted’ and the ‘prohibited’.
This can be a murky and ambiguous distinction for some. But company culture, when designed right, helps employees stay on the the correct side of an ambiguous boundary. Empowerment and encouragement to make decisions on the spot are the underlying framework and foundation.
Opinions don’t belong in customer experience, actions do!
Tuesday, January 7, 2014
There is always the chatter about ‘real time’ customer service specially for online and social media related support and conversations. While that may be true, what about ‘real time’ customer service in the physical space? Most of us will agree that when things go bad, or a customer needs help, it will serve a company real well (assuming cost structure supports) in addressing and resolving the issue in real time. For example if I am having challenges checking in to a hotel because someone made an error on my arrival date, resolving the problem in real time is a good thing.
But what about resolving an issue at the ‘right time’?
Not all customer service activities require ‘real time’ help. Sometimes it helps to intervene as a company at the ‘right time’.
On a flight coast to coast, I was ‘accidentally’ forgotten by the airline as a Diamond Medallion customer. They ended up putting in the middle seat at the end of the bus. I was not angry about being put at the back of the plane. My frustration was their complete incompetence in figuring out who I am and treating me differently just enough to make me continue doing business with them. The boarding gate agents did no favor to their company with their attitude. So I sat angry and frustrated and no ‘real time’ intervention was needed anymore as there were no other seats to sit on. I had resigned to a 5 hour flight stuck in the middle seat.
About an hour into the flight, one of the attendants who had a roster of passenger came back, apologized for my seating situation and thanked me for being a loyal customer. She went on to serve me dinner and drinks from the first class cabin given that is where I would have been sitting had the airline got it right. She did not throw ‘limited’ meals as a disclaimer either. She just made my situation better given all the constraints.
Here I was. Same seat and same situation, but a caring staff intervened at the ‘right time’ with the ‘right offer’ (you cannot move seat if flight is full but there are other ‘right’ solutions when that limitation exist) to make me feel appreciated. Honestly, her going out of the way made me forget my problem and renew my commitment to the airline.