Upgrading to a new model of any kind of product can be an exciting customer experience … but not if you as a supplier don’t set it up for success. All too often, upgrades cause too many surprises, wasted time and money, and frustration. It just doesn’t make any sense to spoil what could [...] Read More…
Tag Archives: customer experience management
Make Good Customer Experiences Easy! 1 / 15 / 10
Double-Check Assumptions & Motives to Improve Customer Experience 11 / 23 / 09
When a customer asks you a question, do you double-check your assumptions about their intended outcome? So often we take customer inquiries at face value, or simply assume we know what is meant. No matter what your job, you have customers, and clarifying your customers’ intended outcome is smart business. Examining Customer’s Intended Outcomes An [...] Read More…
To Improve Customer Experience, Help Me Help You! 8 / 31 / 09
You’ve heard of garbage-in, garbage out, right? It’s amazing how often work teams put up with substandard inputs “thrown over the fence” from groups they rely on for information or materials to do their work. Faulty inputs lead to imperfect outputs and inconsistent customer experience. Everything that external customers receive is the [...] Read More…
Inventing Great Customer Experiences 7 / 10 / 09
Every person in an organization is needed for customer experience innovation. That’s because customer expectations and competitive offerings are always on the rise. Your processes, policies, skills, and motivations have a lot to do with keeping customers coming back — and even more to do with customers deciding not to come back. Think of [...] Read More…
Customer Service: ‘Wow’ versus ‘Ow’ 2 / 27 / 09
CLICK HERE FOR PODCAST VERSION (3:32) What’s the difference between ‘wow’ and ‘ow’ (as in ‘ouch’) service? Willingness to check for understanding. It’s doing the whole job, with the customer sensing your overriding wish for his or her well-being. When you check for understanding, the customer’s woes dissolve, they appreciate your wisdom, and [...] Read More…