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The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24


We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

Define Customer Service Success Differently - 2/6/24


When I’m watching television, listening to the radio, or listening to a podcast, it’s always interesting when the topic moves to the question:  How can you be a success?  The speakers often discuss the process of becoming a success with the assumption that people believe success is defined by Read more

Let Your Goal Determine Your Question – 2/2/21

Posted on in Customer Service Tip of the Week Please leave a comment

In the early 2000s, when the economy hit the skids, companies realized that they couldn’t take their customers for granted.  They needed to ramp up customer service.  They needed to listen to the Voice of the Customer.

During the Great Recession in the 2008-10 timeframe, much of the “new marketing strategies” that developed were really a repackaging of customer relationship development and client retention and growth initiatives.

Fast forward to today, and largely due to the Coronavirus pandemic, the economy is taking a hit again.  Companies are trying to determine how to change their customer experience, but they – again – are having to retain the customers they have as they hope to navigate through these waters and be positioned for continued success down the road.

One consistent response to these economic downturns is that companies have refocused on the importance of listening to the customer.

When you listen to the Voice of the Customer, oftentimes that voice is being shared in response to your questions.  These might be questions when you’re dealing with a customer issue, but let’s think a little bit more strategically – consider the customer voice you hear through your research.  You may have questions that you typically ask in a customer survey or in a focus group, but try to avoid the typical.  Instead, let your goal determine your question.

For example, if an organizational goal is to retain customers, ask why they became a customer in the first place, what keeps them with your business, why they would consider leaving.

If your goal is growth with existing customers, ask them about their needs.  If those needs are not being met by your company, ask them how those needs are being addressed.  Inquire about their awareness of your other products and services.

If you want to differentiate your business by having an exceptional customer experience, ask customers how your experience compares to others.  Ask how they would define a “great customer experience.”  Ask them to give you an example of an organization or a situation that provided an exceptional experience.

In times like these, most organizations are holding on to customers as tight as they can, and most discerning customers realize that fact.

When you’re considering tapping into the Voice of the Customer to learn how to strengthen that relationship, discuss organizational goals before you ever discuss what research questions to ask customers.

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Customer Service – Look Internally to Ensure Satisfying Externally

Posted on in Business Advice, Government Please leave a comment

With the proliferation of relatively inexpensive online customer satisfaction survey solutions (at least for web-based surveys), there has thankfully been more of a tendency for organizations to ask customers about their experiences. This first-hand feedback can be very helpful for businesses in understanding customer perceptions and preferences.

But organizations can’t be so focused on just getting feedback from customers (those external to the organization) that they ignore many of the internal measures of operations that drive the customer’s (dis)satisfaction.

In the article City, county teaming up to speed land-use permits, Fort Wayne and Allen County governments were recognized for working well together on a new online land-use permitting system. According to the article, “The system will allow developers to track their projects online. It will also help city and county employees track their performance and understand where in the process applications are getting stalled. The system will chart a permit’s progress from department to department. If it is held up too long in one department, the system will red-flag it, and a computer-generated letter will be sent to the applicant.”

The system was developed – in part – to improve customer service. And a large part of that improvement will be driven by the organization looking at internal performance reports that are impacting speed of service processes for external customers.

When you review your customer satisfaction/service performance metrics, think beyond those surveys that customers complete. To truly improve customer service, you have to have effective measures of internal operational performance that impacts service delivery to customers.

Look internally to ensure you’re satisfying externally.

Interested in improving your organization’s customer service? See our other blog posts at: http://serviceadvice.cssamerica.com/category/government/

Learn about our CSS Government services at: http://cssamerica.com/cssgovt.htm