Where is the Customer Service Culture?

5/22/2012

11:15 AM Service providers want to manage and measure the customer experience, but what good are data and usage stats when a customer service culture doesn't exist?

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Michelle Donegan 12/5/2012 | 5:32:31 PM

re: Where is the Customer Service Culture?

I'd take shopping for shoes at Nordstrom's over dealing with my broadband and mobile service providers any day.

 

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Flook 12/5/2012 | 5:32:28 PM

re: Where is the Customer Service Culture?

I think you nailed it in your commentary--metrics for this,metrics for that, and they really don't tell you squat about customer experience.

 

 

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macster 12/5/2012 | 5:32:20 PM

re: Where is the Customer Service Culture?

Well said.

We get clients coming and asking these things, so I believe they do understand and are looking at the whole picture, whole CEM framework/ecosystem/etc.

We see it as essentially a human nature thing (CS at least). It's not limited to the telecoms space. It's the same in retail, hotel/leisure, gaming, etc. People respond to incentives. For one retail client, we implemented some 'sweeteners' for customer assistants. We then got feedback from shoppers. It showed a marked improvement in customer experience.

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