Comments for The Perfect Customer Experience

Comment on Predicting 2012: The Year Quality of Customer Experience Becomes King by Predicting 2012: The Year Quality of Customer Experience Becomes King | SYKES: Customer Service via Social Media | Scoop.it

Sun, 08 Jan 2012 04:06:12 +0000

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Comment on Content is today’s path to customer experience and marketing success. by SteveKayser

SteveKayser — Tue, 03 Jan 2012 17:58:54 +0000

Excellent post Dale. Thanks. But who is that ugly mug in the radiop picture that looks like Fred Flintstone?

Comment on Experience will be positive after you establish trust and credibility by Experience will be positive after you establish trust and credibility | Selling More with Great Content | Scoop.it

Mon, 02 Jan 2012 23:45:47 +0000

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Comment on The Apple Retail Experience by SteveKayser

SteveKayser — Wed, 07 Dec 2011 21:31:21 +0000

Testing Livefyre

Comment on Bad Habits Increase the Gap Between Vision and Value by Miriam Gomberg

Miriam Gomberg — Sun, 13 Nov 2011 16:34:53 +0000

I am a customer experience manager in a large retail chain where we are attempting to change the service culture of the business. I recently transferred from Banana Republic where it is very service oriented to Old Navy which is value driven.

The resistance I am finding is not with the associates but the customers themselves. Many of them seem confused by the increased service and don’t react well to the shift in culture. How would you suggest we overcome this resistance to service? Miriam

Comment on Cornerstone of Great Customer Experience: Are You Easy to Do Business With? by Chip Bell

Chip Bell — Wed, 26 Oct 2011 16:29:07 +0000

Miriam…thanks for your comment on Perfect Customer Experience! Two thoughts come to mind (reacting only to the information you provided). One is soliciting suggestions and ideas (not just feedback) from your customers. Often customers can provide effort-reducing insights we as service providers cannot see since we are often too close to the situation. Customers see details we are blind to or take for granted.

Second, is to think differently about time. It might be that you are assuming all customers require the same amount of time and TLC for a great perfect experience. One of my favorite restaurants asks me when I arrive: Are you hoping to dine or “eat and run?” Based on my answer (which varies from time to time), I will get slow, leisurely service or quick and efficient service. If I came to dine and got quick service, I would feel rushed. But, if I came for a quick meal and got leisurely service, I would think they were taking way too long. Knowing the customer’s expectations can help you manage their experience and manage your hours on the floor.

Hope that helps. Chip

Comment on Cornerstone of Great Customer Experience: Are You Easy to Do Business With? by Dale Wolf

Dale Wolf — Wed, 26 Oct 2011 15:23:59 +0000

Miriam, this seems to be such an oft-repeated dissonance that it is no wonder customers score us lower than we score ourselves. As a shopper, nothing upsets me more than standing around in a retail store either looking for help or just trying to pay for something I have selected.

However, if I am reading your comment correctly, somehow you are still earning good experience scores from customers. That tells me that as a customer experience manager you are doing a lot of things right despite the reduction of staff floor hours. Kudos for that!

The danger is that these scores may be lulling management asleep to a rising situation. Help them see that satisfaction and advocacy are different spots on the same continuum. What the management should be pushing for is an increase in advocates because they will tell others about the great service at your store. That is likely to make its way into social media and social conversations. That leads to increased revenue so you can get more hours on the floor. It is so easy for management to try to improve profits by cost reduction rather than revenue expansion.

Easing the situation typically starts with the employees who are on the floor at any given time. If they are happy with their experience, customers will feel this. If the shopper is unhappy with level of service, employees should be trained to detect this and apologize in a positive way, one that makes the customer feel respected instead of neglected.

Comment on Cornerstone of Great Customer Experience: Are You Easy to Do Business With? by Miriam Gomberg

Miriam Gomberg — Tue, 25 Oct 2011 18:25:07 +0000

I am a customer experience manager for a large retail store and find it harder to maintain the level of service when we are allotted less floor hours.

We get a daily update on our CES (customer experience survey) which is great because we can react quickly. Still, I wonder what I can do to help ease the situation. Miriam

Comment on Eloqua Experience: Social Surprises by Mark Organ

Mark Organ — Mon, 24 Oct 2011 12:46:34 +0000

Dale, a nice write-up. I could not agree more with Steve’s thoughts here and your commentary on them. Buyers want to hear less from marketing departments and more from their peers – their social buying behavior makes this clear. Increasingly I believe that both marketing and sales executives will transition away from being direct campaign managers, organizing communications from the centre, towards being more like orchestra conductors, putting together the right people to engineer the right conversations.

I look forward to reading more on your blog going forward.

Comment on Hope is a Wonderful Thing by Virtual Agent

Virtual Agent — Tue, 13 Sep 2011 07:48:21 +0000

It’s really hard to get back up when you lost everything, as an individual or as a business. It’s true that there is always hope that you can rely on to work around on bad things that happened. It is when you set foot upon getting back what you lost and putting an extreme passion to it.