What do My Customers Want?
I’m sure that you’ve heard it, maybe even said it. What do my customers want? Sadly, it’s a refrain that I hear often. I hear it from sales, support, professional services, finance, management, entrpreneurs… People feel like they’re doing everything for their customers. But, they’re frustrated when they find out that those same customers are [...]
Customer Experience – Consistent vs. Personal
We always talk about the importance of providing consistent customer service but isn’t making it personal better? Don’t we all want to feel validated as individuals? For most companies, consistency equates to process, and they, in turn, dehumanise the experience. Recently, Dennis Snow posted Customer Service Wows – It’s About Consistency. I agree but recently I’ve [...]
Definition of Customer Satisfaction – Redux and Mea Culpa
My last post Definition of Customer Satisfaction was syndicated on CustomerThink and led to a great discussion with Graham Hill. (He also blogs on CustomerThink) In our comment discussion, he questioned why I was trying to reinvent the wheel and then we discussed why customer satisfaction is so hard to define. My original intention with [...]
Definition of Customer Satisfaction
Everyone talks about customer satisfaction and some see it as the “holy grail” of a customer-centric business. But what is it really? Is there a simple basic definition? On Wikipedia, customer satisfaction is defined as “Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation.” [...]
Use of Fear in Delivering Excellent Service?
A few days ago, Kate Nasser published an interesting post called “Empathy in Customer Care – Lose Your Fear!“ In it, she discussed how people are more willing to help others who are afraid rather than those who are angry. I even added a comment to the effect that this is an evolutionary trait that [...]
