I was talking with a call center manager who made a startling comment: “We have some problems with our website. But we deliberately don’t fix them. That way, our customers call us and we can fix their problems and delight them.”
Wow. This was one of those situations where I wasn’t really sure how to react. Who really believes that’s a good thing?
The myth of the Service Recovery Paradox is apparently alive and well. This is the belief that when you do a great job fixing customer problems, they become more loyal than they were before they called. It’s a reassuring […]
There’s a lot of talk about how much effort a customer is required to put forth in order to complete some task with an organization, whether it’s to buy a product, to get an issue […]
As companies increase their focus on improving the customer experience, frontline workforces are getting more attention. Companies are realizing that when frontline employees are satisfied and can operate at peak efficiency, things like productivity, performance and […]
During the focus groups I’ve facilitated for clients, one of the common questions that customers ask is, “Why doesn’t (company) want to me to talk to their representatives?” Further probing and discussion uncovers reasons why […]
Wikipedia says Big Data is a collection of data so large and complex it becomes difficult to process…. However, many companies embrace a different concept of Big Data. While the collection of data is broad, […]
About two weeks ago, I was in a contact center with 250 agents. This center is one of six large centers on a team and is experiencing some significant operational challenges.
First, customer demand in this […]
“Treat employees better than customers.”
What? Isn’t that sacrilegious? There’s a huge debate in life: what came first, the chicken or the egg? In business, the debate is: who comes first, the customer or the employee?