Tag: customer experience

What does that mean

FabrizioLeave a comment

If you are looking for a way to align across teams, start with definitions. Particularly, definition of metrics and KPIs.

A meeting is a meeting, right? Think again.

A signup is a signup, right? Think again.

A sequence enrolment is a sequence enrolment, right? Think again.

Going through what things mean, exactly, can be a painful, unnerving, boring process. And nobody ever wants to actually ask the question.

But when it’s done and documented, there’s immediate alignment and clarity.

Choose carefully

FabrizioLeave a comment

Hubspot and Intercom are very successful companies. And on the exact same type of communication to their customer, they choose two completely different approaches.

One is before, the other is after.

One raises awareness, the other raises alarm.

One gives you agency, the other takes it away.

One is about hope (“Your contacts database is growing”), the other is about failure (“You’ve exceeded the usage”).

Also (you can’t say that from the message alone, but I’ll ask you to trust me), one is true, the other is not.

There is no right or wrong way to do stuff.

But the choices you make say a lot about who you are and what you stand for.

Socially responsible

FabrizioLeave a comment

Many companies claim that they will be changing the World – or the way the World does this and that. Few even actually understand what changing the World means.

In Finland, a local grocery chain has declared themselves “bully-free zone” (article linked in Finnish). And it’s a fantastic win.

Not because it’s their business. Not because they make money from it. Not because they are getting free publicity.

But because it makes sense.

  • Bullying is a problem, in Finland like anywhere else.
  • Bullying happens mainly at school or around schools.
  • In Finland in particular, kids go to school and back home on their own, from as early as 7. That makes the journey home-school-home a problem for a bullied kid.
  • This grocery chain has a lot of local stores, often not far from schools.
  • Stores employ familiar adults (you shop there every day), they are open long hours, they are well lighted (Finland gets long dark days in winter), and there’s typically other people around.
  • So, they promote that every employee at their grocery chain is a safe adult for kids to turn to when bullied.

It must be one of the best executed corporate social responsibility campaigns ever.

Three levels

FabrizioLeave a comment

There’s a great level of customer service. It’s personal, human, helpful, and resourceful.

There’s a basic level of customer service. It’s quick, some times robotic, a bit repetitive, not always helpful.

And then there’s a shitty level of being human. It’s arrogant, pointless, definitive, and unaccountable.

People will only remember the first and the third. Up to you where you want to be.