http://blog.parature.com/customerserviceexperience/the-cult-of-the-customer/ The Parature Blog Sat, 24 Jul 2010 12:15:34 +0000 http://wordpress.org/?v=2.9.2 hourly 1 http://blog.parature.com/customerserviceexperience/the-cult-of-the-customer/comment-page-1/#comment-1211 Shep Mon, 14 Dec 2009 15:56:57 +0000 http://blog.parature.com/?p=444#comment-1211 The warranty should be clear. Not a bunch of “fine print” that the customer won’t probably ever read. In addition, the warranty should be clearly explained at the time of purchase. Some of my clients have to be very careful in how they explain their warranties and guaranties. Otherwise, they may have the customer service problems that you are describing. Shep The warranty should be clear. Not a bunch of “fine print” that the customer won’t probably ever read. In addition, the warranty should be clearly explained at the time of purchase. Some of my clients have to be very careful in how they explain their warranties and guaranties. Otherwise, they may have the customer service problems that you are describing.
Shep

]]> http://blog.parature.com/customerserviceexperience/the-cult-of-the-customer/comment-page-1/#comment-1210 Dennis O. (Webinar Attendee) Mon, 14 Dec 2009 14:37:42 +0000 http://blog.parature.com/?p=444#comment-1210 Considering the economic climate some companies decide to not accept (for warranty) customer concerns that are structural (all products). Paying for all defects would simply be too expensive. How can you (front line team) deal with those customers that are obviously angry for their defect not being repaired. Thanks. Dennis Considering the economic climate some companies decide to not accept (for warranty) customer concerns that are structural (all products). Paying for all defects would simply be too expensive. How can you (front line team) deal with those customers that are obviously angry for their defect not being repaired. Thanks. Dennis

]]> http://blog.parature.com/customerserviceexperience/the-cult-of-the-customer/comment-page-1/#comment-1209 Shep Fri, 11 Dec 2009 17:14:16 +0000 http://blog.parature.com/?p=444#comment-1209 I would love to do business with companies that strive to make POW the norm. I enjoy going to Tony’s restaurant in St. Louis because my expectations of the experience are so high that all they have to do is come to them to blow me away. Then, every once in a while the owner will come over with small plate of pasta for me to try. Or, he’ll bring me a dessert. Just to say, “Thanks.” That extra effort is the POW for Tony’s. That said, create a list of non-negotiable customer service standards. These are the value promises (from service) that you will deliver to these clients. These should meet with their approval. Anything more than that is their “POW” and will exceed their already high expectations. Shep I would love to do business with companies that strive to make POW the norm. I enjoy going to Tony’s restaurant in St. Louis because my expectations of the experience are so high that all they have to do is come to them to blow me away. Then, every once in a while the owner will come over with small plate of pasta for me to try. Or, he’ll bring me a dessert. Just to say, “Thanks.” That extra effort is the POW for Tony’s. That said, create a list of non-negotiable customer service standards. These are the value promises (from service) that you will deliver to these clients. These should meet with their approval. Anything more than that is their “POW” and will exceed their already high expectations.
Shep

]]> http://blog.parature.com/customerserviceexperience/the-cult-of-the-customer/comment-page-1/#comment-1208 Chris G. (Webinar Attendee) Fri, 11 Dec 2009 15:55:57 +0000 http://blog.parature.com/?p=444#comment-1208 What are some tips for avoiding making "POW!" the expected norm? We are a professional services company with some spoiled clients that sometimes expect regular POW! that can't always be delivered. What are some tips for avoiding making “POW!” the expected norm? We are a professional services company with some spoiled clients that sometimes expect regular POW! that can’t always be delivered.

]]> http://blog.parature.com/customerserviceexperience/the-cult-of-the-customer/comment-page-1/#comment-1207 Shep Thu, 10 Dec 2009 18:05:28 +0000 http://blog.parature.com/?p=444#comment-1207 According to the American Customer Satisfaction Index and the University of Michigan, investing in the SP 500 from 1996 to 2006 yielded a 105% return (approx.) Investing in a portfolio of the best rated service companies by the ACSI during the same period doubled that return. There is a more detailed explanation in the White Paper you can download from Parature. (I prefer to call it a manifesto – a document that will compel you to create your own customer service “Amazement Revolution.”) Shep According to the American Customer Satisfaction Index and the University of Michigan, investing in the SP 500 from 1996 to 2006 yielded a 105% return (approx.) Investing in a portfolio of the best rated service companies by the ACSI during the same period doubled that return. There is a more detailed explanation in the White Paper you can download from Parature. (I prefer to call it a manifesto – a document that will compel you to create your own customer service “Amazement Revolution.”)
Shep

]]> http://blog.parature.com/customerserviceexperience/the-cult-of-the-customer/comment-page-1/#comment-1206 Tracey H. (Webinar Attendee) Thu, 10 Dec 2009 17:34:13 +0000 http://blog.parature.com/?p=444#comment-1206 What were the investment numbers again? You said you double your investment over 10 years in stock market, but with great customer service companies...how many years to double? Sorry I missed it. What were the investment numbers again? You said you double your investment over 10 years in stock market, but with great customer service companies…how many years to double? Sorry I missed it.

]]> http://blog.parature.com/customerserviceexperience/the-cult-of-the-customer/comment-page-1/#comment-1205 Shep Thu, 10 Dec 2009 16:19:36 +0000 http://blog.parature.com/?p=444#comment-1205 The only way to quantify is to create an analysis that has a before and after scenario. For the public sector it is more difficult to define the ROI in dollars. However, you can analyze various areas such as how often businesses or residents move in and out of your area. Customer service comes in many forms. Why do people want to live in one community more than another? What does the local government do to get new business to move in and old businesses to stay? Creating different services and being easy to do business with goes a long way to creating loyalty – in both the private and public sectors. I’m happy to have a discussion with you if you would like to discuss further. Shep The only way to quantify is to create an analysis that has a before and after scenario. For the public sector it is more difficult to define the ROI in dollars. However, you can analyze various areas such as how often businesses or residents move in and out of your area. Customer service comes in many forms. Why do people want to live in one community more than another? What does the local government do to get new business to move in and old businesses to stay? Creating different services and being easy to do business with goes a long way to creating loyalty – in both the private and public sectors. I’m happy to have a discussion with you if you would like to discuss further.
Shep

]]> http://blog.parature.com/customerserviceexperience/the-cult-of-the-customer/comment-page-1/#comment-1204 Theodore T. (Webinar Attendee) Thu, 10 Dec 2009 15:54:20 +0000 http://blog.parature.com/?p=444#comment-1204 How do you quantify the return on investment in customer service in the public sector? How do you quantify the return on investment in customer service in the public sector?

]]> http://blog.parature.com/customerserviceexperience/the-cult-of-the-customer/comment-page-1/#comment-1203 Shep Thu, 10 Dec 2009 14:33:32 +0000 http://blog.parature.com/?p=444#comment-1203 Customer service is not a department, it is a philosophy. My friend from Santiago, Chile, Juan Pablo Armas gave me a great line. He said, “Customer service is too important to leave just to the customer service department.” It is everybody’s job – including service desk techs. Your techs should be trained in both technical and soft skills. If you are looking at a candidate for the position who has the technical skill, but not the soft/people/customer service skill, I might consider someone else for the job. These service desk techs represent your company. If they aren’t creating the image you want, find them a different job. Shep Customer service is not a department, it is a philosophy. My friend from Santiago, Chile, Juan Pablo Armas gave me a great line. He said, “Customer service is too important to leave just to the customer service department.” It is everybody’s job – including service desk techs. Your techs should be trained in both technical and soft skills. If you are looking at a candidate for the position who has the technical skill, but not the soft/people/customer service skill, I might consider someone else for the job. These service desk techs represent your company. If they aren’t creating the image you want, find them a different job.
Shep

]]> http://blog.parature.com/customerserviceexperience/the-cult-of-the-customer/comment-page-1/#comment-1201 Ricardo V. (Webinar Attendee) Thu, 10 Dec 2009 14:14:55 +0000 http://blog.parature.com/?p=444#comment-1201 How to make your service desk techs own the responsibility of customer service and not looking at just doing my job. How to make your service desk techs own the responsibility of customer service and not looking at just doing my job.

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