Everyone is in Customer Service
Everyone is involved in customer service. Here is a short story showing how everyone should have it front of mind, even I.T.
Do customers want automated customer service?
We look back fondly on the good ol’ days of customer service but forget how bad they were.
Automation is making it better and the research proves it.
The ultimate test of good customer service
The ultimate test of good service is to make a sale. This article also looks at the relationship betwen buyer and seller as well as three ways to fix it.
How Uber Eats almost destroyed a small business
We have to be careful of the shiny new toy. My local cafe has started doing Uber Eats deliveries. Good for them! Well….. not so fast. The wait times jumped to 20 minutes and then 40 minutes. My big cycling group worth $600-$700 per month has slowly moved to another cafe (despite many second chances). […]
Are you making these small service mistakes?
This is about what happens when a company automates their customer service too far.
The iconic brand doing a Blockbuster
An iconic Australian department store (DJ’s) is doing its best Blockbuster impersonation. They are reducing two Sydney flagship stores to 1, and eliminating 6 floors. Profits have been declining every year for 15 years (lightening reaction times). Online sales rose 46.8 per cent and now account for 7.7 per cent of total sales. But they […]
Reading the customer’s mind, when they can’t
If the customer doesn’t know why they made a decision, how are you supposed to help them make it? There are three factors at play: 1) the rational brain (which isn’t really used that much) 2) emotional drivers (moods and feelings) 3) contextual drivers (we aren’t always the same person). So how are we supposed […]
The forgotten aspect of customer service
What’s the forgotten aspect of customer service? One advantage of running a Mystery Shopping company is that I get to see great detail what works and what doesn’t work in customer service The following graph tracks client data for Satisfaction and Knowledge. We changed the enquiry every month. Satisfaction and the level of knowledge track […]
Surveys don’t tell the whole picture
I was just completing a report for a new banking client and noticed two measurements heading in opposite directions. Their mystery shopping scores were low, but their customer satisfaction from exit surveys was high. So what’s going on? This highlights the problem with reliance on one measurement. The customers are woo’d by the nice branch, […]
1 Star reviews are no reason to panic
Osteria Francescana was voted the best restaurant in the world for 2018. If you look at the Trip Advisor reviews, you will see 86 people thought it was terrible. That’s 3.8% of the reviewers. Emirates is considered one of the best airlines in the world, but 2,619 people thought it was terrible (5.2% of reviewers).2 more terrible […]
The purpose of surveys is not to measure service
What’s the purpose of customer surveys? If you think it’s to measure customer service you may want to re-consider. Surveys measure what the customer thinks they thought. Those thoughts can be wrong, and more importantly, they don’t measure what makes you money. Customers are so easily swayed by a nice employee and nice environment. They may […]
6 steps to move from price selling to brand selling
Chinese shoppers are renowned for their price sensitivity and intense negotiations. I spend a lot of time there, yet I’m constantly surprised at the pace of change. Big changes are afoot. Consumer behaviour have caught up to the West in a matter of years and blown past us. There has been an explosion of brand […]
