Customer service should be a function of marketing. It's an opportunity to establish a personal relationship with the customer, right in the moment when the customer wants to speak to you and is willing to provide information about their experience. Not only. If an organisation is smart enough to mine the information collected from customer … Continue reading Unrealized potential
Tag: customer experience
Smoothing
If we would be better at communicating change underlying its benefits for the target, we could perhaps make transitions smoother. A mistake that is often made in corporate communication is telling the customer: Here, we changed this, it's good for you, trust us. And this is the list of things you have to do, on … Continue reading Smoothing
Brandsplain
If a customer leaves negative feedback, files a complaint, gets mad for something, writes a bad review, speaks ill of your product or service, stops paying you, one of two things is true. They are right.They are not your customers Trying to explain they are wrong, and behaving as if 1 or 2 (or both) … Continue reading Brandsplain
The people you want to change
Some problems would greatly benefit from a more customer centric approach. One of them is cybersecurity. We all laugh at how silly it is to use "1234" or "p4ssw0rd" as credentials to access any type of service, and we all know we should not use the same password on different websites, or stick the password … Continue reading The people you want to change
Don’t make it difficult
When adding complexity to a customer experience, we should ask if we do so to deliver more value or to put a patch on some insecurity of our organization. Having customers queueing on the phone just means we are not sure we will be able to handle their questions. Sneaking an hidden price in the … Continue reading Don’t make it difficult
Opportunities
Why would people rent a car and not drive it? Even a service as straightforward as car rentals can have things to figure out. So chances are your product, your service, your software might not be used for the application it was originally designed for. Two points to make here. If that's the case, and … Continue reading Opportunities
Talk with your customers
Putting yourself in your customers' shoes (or in anybody else's, for that matter) is not a great advice. It might be a good introduction to the context and the surroundings of the customers, but eventually you will most likely end up taking with you a lot of your thoughts, ideas, assumptions, models, preferences, plans. What … Continue reading Talk with your customers
