Brad's Blog

Skills-Based Routing: Effective Resource Planning Is Vital

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KLM Provides Wait Time Estimates on Twitter Page

KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes seKLM4 copynse. They even provide wait time estimates, updated every five minutes. This is a good example of an organization that meets customers where they are.

Quick recap of a principle I’ve covered in other postings: as channels proliferate, it’s important to have a presence in four main categories of channels.

  1. Traditional channels (phone, email, walk-in (when that makes sense), et al.)
  2. Self-service (Web, IVR, et al.)
  3. Social (e.g., KLM’s example)
  4. Mobile (providing and supporting mobile-based access)
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Don’t Leave Culture to Chance

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Great Service Makes Us Feel Better

Trendwatching.com just released the report, The Future of Customer Service, which begins with the following excerpt from an American Express 2013 study:

shutterstock_153792308 copy“When 1,620 consumers were tested under laboratory conditions, 63% said they felt their heart rate increase when they thought about receiving great customer service. For 53% of those tested, receiving great service triggered the same cerebral reactions as feeling loved.” (American Express Service Study, 2013)

Trendwatching.com’s point: “When it comes to customer service, it’s not about what consumers think. Great service is about feelings.” I certainly agree. And that’s one of the underlying reasons great service is such a differentiator—doing business with some organizations just makes us feel better.

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Encouraging Customers to Use Self-Service Channels

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Know What’s Important to Customers

A Customer feedbackrecent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is most important to you? The answers:

  • Effective Issue Resolution–40.3%
  • Immediacy/Fast Response–20.9%
  • Ease and Convenience–20.4%
  • Friendly/Personalized Approach–18.4%

My take? Common sense suggests that none of the other things matter if the issue isn’t resolved. Beyond that, I’ll take convenience and a fast response, with personalized approach a distant third.

Source: The Consumer Edition of the Customer Experience Benchmark Series, 2014 (joint project between Execs in the Know and Digital Roots).

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Boosting the Strategic Value of Your Customer Service Operation

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The Edge of Service™ Newsletter, Issue 10: Beware Others’ Benchmarks

The Edge of Service™ Newsletter, Issue 10: Beware Others’ Benchmarks

Let me begin with a quick preface. The title is “beware others’ benchmarks,” not ignore them, or be uniformed of them. Benchmarks are necessary. But to the definition of beware… be on guard, be wary.

chess boardRemember in school when you got back graded tests? If the teacher caught you peeking at your neighbor’s score or heard you whisper, “Hey, what did you get?” you were likely advised to focus on your performance and disregard others’.

It’s a principle worth reemphasizing today. As leaders, we desperately want good information. We want to know where we stand, what customers expect, what we must do to deliver great service…read more.

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Rules of the Road for Recruiting and Hiring

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When to Begin Forecasting and Planning Chat

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