As I work with businesses on their customer service strategy, it is clear to me that a mobile communication channel is critical to the future success of most businesses. I’m not referring to social media or one-way text platforms. A mobile communication channel is one that offers two-way, real-time interaction by connecting a robust customer care platform to customers who use mobile/text channel. Today, many businesses just don’t make it easy for customers to contact them. Customers are frustrated with the effort required to access cumbersome communication channels businesses offer. 90% of customers are frustrated with being put on hold....
What do you want to be when you grow up? I wanted to be a princess and live at Disney World with Mickey Mouse.
My business is all about improving the customer experience. As a result, my friends tell me about their customer service experiences-both good and bad. A few stories I’ve recently heard were about patient experience in healthcare and they brought to light the fact that little things matter most and can have the greatest impact on satisfaction! One story was about a friend’s mother who fell and broke her leg. She required emergency surgery and a couple days in the hospital. After day after surgery, she asked the nurse if she could wash her face and brush her teeth. The nurse said sure....
Employee engagement receives a great deal of attention. What is meant by that? Employee engagement is broadly considered to be the relationship between an organization and its employees. Employees who are engaged are enthusiastic about their work and actively support the organization. It makes sense then that employee engagement is linked to customer experience. Companies with engaged employees have been found to benefit by increased profits, decreased employee turnover and improved customer experience. According to a recent KPMG study, 70% of engaged employees report having a good understanding of customer experience versus just 17% of disengaged employees. In the same...
Several recent interactions with businesses have left me wondering if they care about about their customers. In one interaction, I called to arrange to have my deck refinished. I got a recorded message that they were busy with other customers, leave a message, and they would get back to me. It’s been a week and they have not called me back. In a second interaction, I called to check into my current pest control service and was 12th in the queue. I hung up, found their web form and sent my questions. It has been 2 weeks and no one...
For working parents, Saturday mornings are often the time to run errands. Many times, they run those errands accompanied by their young children. Taking kids in and out of car seats to make quick stops at the dry cleaners, bank, or pharmacy can be exhausting. Kids get tired and bored and parents lose their patience creating unpleasant scenes in businesses. As a business owner, you can do a few simple things to make your business more kid friendly. Is your business “kid friendly”? Busy working parents trying to get a slew of errands crammed into a short weekend, with kids in tow,...
I am the CEO of Peoplocity. We help businesses hear directly from their customers, privately. Consumers use a mobile app to share feedback and resolve issues in real time. We like to say that we use technology to connect consumers with businesses to improve the customer experience. At Peoplocity, if a business is not yet a partner and they receive a message, we get the message to them and work to resolve issues. So, I was shocked by how badly a large national restaurant chain, and its local management mishandled a recent customer complaint. The customer is a well-respected community leader. His message was “It...
