Executive Interview : Interview With Gibson Peters from EyeMed
Customer Service seems to be at the top of everyone's list in terms of areas to improve. ContactCenterWorld.com went one-on-one with Peter Gibson of EyeMed to discuss some best practices in this and other areas in this extensive interview.
In your opinion, do you believe the customer service you get today from other companies is better or worse than it was say 5 years ago?
Better. More multi-channel choice, better technology.
Do you believe there is a correlation between the service you receive as a consumer and your loyalty to the supplier?
Mostly, yes. However, I find the places I need customer service most are organizations where customer choice is limited or difficult to switch (e.g., healthcare providers, utilities, etc.). Where there is easy ability to choose, very much so.
In your opinion, which industry sectors provide great service and which ones are poor? Please do not name individual companies just sectors.
Good: Online and B&M retail, Travel
Bad: Utilities, Wireless Carriers, Healthcare
If you had to give just 1 tip regarding the use of technology in relation to improving customer service, what would your tip be?
Be multi-channel as much as possible
If you had to give just 1 tip regarding staff in relation to improving customer service, what would your tip be?
Hire direct, bypass temp-to-perm agencies - get the RIGHT hires.
If you had to give just 1 tip regarding business processes in relation to improving customer service, what would your tip be?
Always look for the root cause in bad or underperformed customer care and fix it.
In your opinion, how should contact centers measure the level of service they give? Please explain in detail.
I see it assessed from a service level standpoint, a quality standpoint, and a cost standpoint. All are important in assessing overall quality.
Today's Tip of the Day - Continuous Improvement
About EyeMed Vision Care:
Cincinnati, Ohio-based EyeMed Vision Care is the second largest and fastest growing vision benefits company in the United States with more than 36 million members. Dedicated to becoming America’s first choice for vision benefits, the company’s products, operations and business ambitions are focused on a single brand-defining mission: delivering the vision benefits that members appreciate most. One of the company’s distinctive features is an expansive network of independent vision care providers combined with many of America’s favorite retail brands, including LensCrafters, Pearle Vision, Target Optical, Sears Optical and JCP Optical. The company is a proud sponsor of OneSight, a charitable organization dedicated to eradicating the vision crisis across the United States and around the world. EyeMed is part of the Luxottica family of companies.
Published: Thursday, November 6, 2014