Tag: Custserv

5 modi per fornire un’esperienza di Client Service memorabile

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

Nota Aicex: tutte le aziende ritengono di fornire servizi di qualità. Come facciamo a dimostrarlo? Come possiamo sapere se la qualità fornita è migliore o peggiore rispetto al passato? Ken Grady ci insegna 5 modi per garantire un’esperienza memorabile.

“When Americans say it was great, I know it was good. When they say it was good, I know it was okay. When they say it was okay, I know it was bad.” Laura Klos Sokol

 

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We all provide quality services. We know that, because we tell everyone we provide quality services. No one has shown us a convincing argument to the contrary, so we must be right. But how do we demonstrate that we really provide quality services? How do we know our quality is improving or, shudder, declining? We always want to find ways to demonstrate the value of what we do, but demonstrating quality service is a tough one.

When I moved from being a service provider to companies to being a service provider inside a company, my boss gave me his view on how our business clients evaluated the quality of our services. I have tested his theory over the years, and realized he was on to something.

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Come perdere un cliente in 10 giorni

su da Gian Carlo Mocciin CRM, Customer Service, Customer ExperienceLascia un commento

NOTA AICEX: la maggior parte delle aziende stanno, consciamente o meno, sabotando le loro relazioni con i clienti. Questi ultimi sono esacerbati e stanchi di sopportare e vogliono essere certi che i loro amici sappiano tutto.

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After the popular post I wrote titled 19 Signs Customers Are Just Not That Into You, which sounded an awful lot like the romantic comedy, He’s Just Not That Into You, I was inspired by the title of another rom-com, How to Lose a Guy in 10 Days, for today’s post.

When we engage with customers (or, when they engage with us), we are (hopefully) engaging for the long-term, developing a relationship. Some folks question the use of the term “relationship,” but let’s just use Merriam-Webster’s definition: the way in which two or more people, groups, countries, etc., talk to, behave toward, and deal with each other; the way in which two or more people or things are connected.

That connection is what I’m referring to. We want to connect with our customers, not just transact with them. Relationships take time and work, every day; the focus and the desire to keep the relationship alive and strong should never stop because, when it does, the relationship will end. The connection is gone.

My 19 Signs post was more about how customers were not showing their love to brands anymore. In this post, the focus is on companies and the things they are knowingly or unknowingly doing to sabotage their customer relationships..

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Smettetela di deliziare i vostri clienti

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, LoyaltyLascia un commento

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NOTA AICEX: deliziare i propri clienti sta diventando sempre più comune. I clienti ci giudicano davvero sulla base del nostro servizio “over the top”? Oppure si lamentano solo quando succede qualcosa di negativo?

The idea that companies must “delight” their customers has become so entrenched that managers rarely examine it. But ask yourself this: How often does someone patronize a company specifically because of its over-the-top service? You can probably think of a few examples, such as the traveler who makes a point of returning to a hotel that has a particularly attentive staff. But you probably can’t come up with many.

Now ask yourself: How often do consumers cut companies loose because of terrible service? All the time. They exact revenge on airlines that lose their bags, cable providers whose technicians keep them waiting, cellular companies whose reps put them on permanent hold, and dry cleaners who don’t understand what “rush order” means.

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Il fallimento della CX nel negozio O2

su da Gian Carlo Mocciin CRM, Customer Service, Customer ExperienceLascia un commento

NOTA AICEX: una interessante attività di mystery shopping per misurare la customer experience in alcuni negozi O2 in Gran Bretagna. Il risultato? Sembrerebbe un fallimento.

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Since the start of 2014 I have carried out a number of mystery shopping assignments. The objective is usually to assess the customer service in a variety of shops and restaurants. In that time I have reported mostly positive feedback. Maybe it’s stating the obvious, but companies that invest in mystery shopping and customer feedback surveys tend to provide better customer experiences.
Since carrying out a few assignments I now find myself applying the mystery shopping tests to stores and restaurants when I am not on assignment. When consciously applying these tests, I have found that customer service is noticeably poor in many stores. A frustrating aspect of this is that I don’t have the assignment sheets or customer feedback surveys to express these failures and often leave the store feeling annoyed by the experience.
But today I remembered I have a blog!
The purpose of my blog was originally to discuss how to do things better – so today I will share that view with O2.
Assignment – visit the O2 Store in St. Albans to collect a replacement battery for a Samsung phone within warranty. Previous visit indicated that a battery would be available for collection by this date.
Visit date/time – 1st June, 11.20am.

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