Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Is Customer Obsession a double edged sword? - injixo Ltd - ContactCenterWorld.com Blog

Is Customer Obsession a double edged sword?

Getting customer service right every time – now that’s customer obsession for you. Striving for perfection, anticipating what the customer wants, giving them more than they expect, it’s a goal that most of us strive to achieve. Sometimes we get it right, but more often than not things go wrong. We simply can’t be perfect all the time, we are human after all. Considering this, is customer obsession something we should be implementing in our organization? Are there times when it can do more harm than good, regardless of it being a positive thing to aspire to?

The Positives of Customer Obsession

Let’s first consider some of the positive impacts customer obsession can have on an organization:

Core decision making

One of the benefits of customer obsession is that it puts the customer at the core of the business. Every decision that is made, whether it’s a new marketing campaign or installing a new IT system is reviewed in terms of the customer. Is it something the customer wants? Will it make their life easier? Will it save them time and money? Without this view companies often implement systems and strategies aimed at improving their bottom line or streamlining internal systems, without thought as to how it will impact customers. A prime example of this is Scottish Power who were fined £18 million in April 2016 for their exceptionally poor service delivery. In 2013 they implemented a new IT system, but there were so many problems in the implementation that it generated more than a million customer complaints.

Cohesiveness & creativity

When a company has values worth aspiring to, it can pull people together. It becomes part of the company culture and helps to bring out the best in people resulting in a positive energy in the organization. With customer obsession as a core value it can inspire people to find ways to serve customers better, regardless of their role.

Customer loyalty

When customers feel valued and looked after they become loyal supporters and a company’s best marketing tool. Customers sell your brand for you because you are doing something different. This customer loyalty shows on the business bottom line and repeat customers help generate consistent growth in a business.

How Customer Obsession can go wrong

As much as there are positives to implementing a culture of customer obsession, there are times when the wheels fall off and this can be very damaging.

System support & integration

Digitization can offer many tools to improve customer service, but only if they work effectively and integrate properly. Without a good structure of systems and support customer service will be endlessly frustrated. The idea of customer obsession without organizational support is doomed.

Where is the caring?Do as I say, not as I do

I once had an experience of sitting in a boardroom before giving a training session. The manager was making introductions and giving a speech on how customer service evolves from every person in the organization being valued and respected, regardless of their role. “Even if they’ve done something wrong, you should still treat people with respect.” She said. Just then the door opened and in stepped a junior agent. Fuming at the interruption the manager laid into her. “How dare you be late! How disrespectful to your colleagues, what were you thinking just walking in while I was talking?” The poor agent just burst into tears and the rest of the room held a stunned silence. What a contrast to what the manager had been saying two minutes before. There was no respect in how she’d spoken to the agent and her reaction had been the complete opposite of what she was telling others to do.

Unless managers are authentic in their interactions with staff, they can’t expect them to buy into any talk of caring customer service. Before customers can be valued, staff need to be valued. Customer obsession starts with a caring culture within the organization, inspiring people to want to do more, and always do their best.

Employee engagement

One of the cornerstones of getting customer service right is doing what you said you’d do, when you said you’d do it. This is something you can’t force and you can’t expect your staff to live those values if you don’t. It simply comes across as false. Customer obsession can only be achieved when everyone in the organization buys into it. True customer culture is engagement driven and it starts at the top.

There is an age old saying that “it takes a village to raise a child”. This highlights the importance of community, support and engagement. Customer service is no different. Obsess about giving your customers your best, but without the support of systems, staff, management and the rest of the service chain it won’t be sustainable and is very difficult to implement effectively by the contact centre alone.

Source: https://blog.injixo.com/us/customer-service/is-customer-obsession-a-double-edged-sword/

Publish Date: May 31, 2016 5:00 AM


2020 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511
 



View more from injixo Ltd

Recent Blog Posts:
How to improve employee engagement with creative scheduling strategiesSeptember 9, 2016 5:00 AM
10 expert tips for a successful Workforce Management job interviewAugust 24, 2016 5:00 AM
Your call center forecast is probably missing this critical factorJuly 28, 2016 5:00 AM
[Podcast] Top tips to maximise your call centre web chat strategy - Part 1/2July 20, 2016 5:00 AM
10 daily habits of successful workforce planners - Part 2/2June 29, 2016 5:00 AM
How can I make Omnichannel work in my Call Center?June 20, 2016 5:00 AM
Is Customer Obsession a double edged sword?May 31, 2016 5:00 AM
Where is your contact center spend going?May 10, 2016 5:00 AM
Rise above the average: The importance of measuring variabilityApril 18, 2016 5:00 AM
How do I control absenteeism in my contact center?February 1, 2016 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 7996 
Share

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =