To Delight or Not to Delight. That is the Question! - Peggy Carlaw - ContactCenterWorld.com Blog
- First, define what each of your customer segments expects from you in the way of customer service, then measure the gap between your service offering and their expectations. I'll bet that making it easy for your customer to do business with you (meaning a low Customer Effort Score™) is going to be up there at the top of the list.
- If your company isn't meeting expectations, strive to do so. This involves hiring the right people, training them in product knowledge and customer service skills, supporting them with the proper technology, and making sure your processes are customer-friendly.
- Once you've met your customers' expectations for service, you can work on exceeding them. This is the step where you need to be cognizant of any tradeoffs between exceeding expectations and the cost of doing so.
- Finally, when you're consistently exceeding expectations, then and only then are you in a position to talk about going to extremes to delight customers.
Publish Date: October 29, 2010 6:48 PM