Super Customer Experience: Loyalty not Imprisonment! | #cx #custserv
by Kate Nasser |
Super Customer Experience: Don’t Imprison Customers. Build Loyalty!
As we work tirelessly to deliver super customer experience, I find and fix common everyday mistakes that drive customers away.
Recent experiences focus me today on ways we imprison customers which do everything but build loyalty. You might think imprisonment is too strong a word. Yet that is the word customers use.
Ways We Imprison Customers!
- Endless Loops. This is definitely #1 on the customers list. Beyond the endless unclear phone menus (voice response units – VRUs, IVRs), customers also feel imprisoned by agents, reps, and CSRs with poor people skills and little customer service expertise.
The Story: A business owner needed to become a credit card merchant. The sales rep was clear, focused, and offered a great deal. The business owner signed up. The sales rep reported that the support team would send an email with account # and temporary password. Support would then call to finalize everything.
The business owner received a phone message from support saying “By now you have received your email with account # and password. Please call me, Mindy, at this phone number and extension.” The business owner left Mindy a message saying “We never received the email. Please let us know what to do now.”
Mindy left a second, third, and fourth message saying the exact same thing as her first message! When the business owner finally spoke on the phone with Mindy, she continued to say “you should have received the email by now.”
Imprisonment: The business owner finally said, “Time is money. Move me forward or I will cancel my account.”
Customer service is forward not stagnant. To customers, stagnant feels like imprisonment.
Release customers from scripted speeches, lack of expertise, and status quo prison! For a super customer experience, move them forward to the solution.
Question: Where in your organization do customers get stuck in the status quo?
- Lack of teamwork. Multiple teams engaged in service with little or no teamwork leave customers trapped in a maze. Customers must jump between teams to get a solution or jump out of the maze and choose freedom. This is imprisonment. It doesn’t build customer loyalty.
For super customer experience, deliver a single point of solution not multiple points of failure. Build teamwork with shared technology, mutual service level targets, and one service culture.
Question: How many teams in your organization must work together to deliver a super customer experience? Do they all give it the same priority? If not, customers end up imprisoned in the maze.
- Tunnel vision. A less evident yet still common mistake, thinking only from the company or agent perspective. Super customer experience requires seeing things from the customer’s view. Else the customers feel ignored and overlooked — imprisoned in solitary confinement.
Cultural tunnel vision in global service leaves customers in the dark.
Rigid script reading and poor listening slam the door shut.
Poorly designed Websites drive customers away — to well-designed easy-to-use sites.
Shine the light of customer awareness throughout your organization to free customers from the imprisonment of your procedures and processes.
Question: Where in your organization is tunnel vision blocking super customer experience? Expand the vision. Replace the tunnel with bridges to the customers and to your success.
Customers want information and solutions that meet their needs. Online, in person, or on the phone, they seek positive easy experiences to get what they want. Imprisonment is not positive nor easy. It makes them want to break out and run away from the stress to find success elsewhere.
I look forward to working with you, leaders, and your teams to create super customer experience.
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
©2012-2016 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email email@example.com for permission and guidelines. Thank you for respecting intellectual capital.
Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.
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I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™