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
Tag: customer service
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
Begin with listening
An important reminder by Bernadette Jiwa. If you want to be listened, begin with listening. If you want to be heard, begin with hearing. If you want to lead, begin with opening to the people you want to lead. If you want to sell something, begin with understanding the people you want to sell to. … Continue reading Begin with listening
Metrics that distract
Reading this reminded me of the time I found a job ad for Social Media Manager listing 1,000 (or was it 10,000) friends on Facebook as a requisite to apply. We are easily mislead by what is not important, and so we believe that doing Marketing on social media is about metrics that are as much … Continue reading Metrics that distract
Assume people don’t know
Start by assuming that people don't know. When you present an idea, when you share a thought, when you introduce your audience to your product or service, imagine how it would be to talk about that to somebody who is absolutely clueless. Chances are, they really are. Take Ikea instructions, for example. For as much … Continue reading Assume people don’t know
Isolated acting
Your actions will have a much higher impact if they fit in a story you live every day. Your feedback will be taken more seriously if it's part of a more general attempt to genuinely help move the situation forward. Your survey will get a better response rate if it's framed in an ongoing effort … Continue reading Isolated acting
Numbers have stories
If the chances to contract a disease increase 10%, we would all be much more worried and depending on the disease even panic. Yet it would be more accurate to ask how much the disease is common in our population: if originally out of 100 people 1 catched the disease, the 10% increase would sound … Continue reading Numbers have stories
