Focus on the human side of customer service to make it psychologically savvy, economically sound, and easier to scale.
A McKinsey Quarterly article.
Probably the same assumption that customer relations can be managed. I prefer chief customer experience officer or something like that. Something that is also the elaboration of the author in his post…What do you prefer?
I recently updated our research on enterprisewide customer experience leaders, who we refer to as “chief customer officers” or CCOs. While they often don’t have that exact title, we identified around 600 individuals who carry a mandate to improve the end-to-end customer experience at their company. We did some deeper research on close to 200 of them in order to understand the general profile of these people as well as how their positions are structured within their companies.
Forrester has witnessed a marked increase in the position over the past six years.
Indeed, not able (or willing) to adapt to a changing context! From my own experience in the retail field as professional and person. What do you think?
Wasting money for your customers and your organization, in my opinion. Exceeding is enough. What do u think?
The notion of going above and beyond customer needs is so entrenched in organizations that managers rarely question it. But delighting your customers may be a waste of time and energy. In fact, most customers just want a simple, quick solution to their problem.
Acknowledge the fact that the customer is in the lead, is my statement!
|Is CEM separate from CRM?|
Read all at Leveraging Your Employees’ Social Networks.
Found at 3 Steps to Understanding Buying Behavior.
The calls start well, but often end in disaster. Well-trained sales reps identify buyer’s needs by asking a series of scripted questions. This exercise can uncover useful information for the rep, but it provides little value to the customer. For many buyers, the ‘discovery’ sales call is the second, third or fourth interrogation with the same questions by yet another competitor. No wonder one of these sales calls was recently recognized as the “Worst Sales Call of 2011.”
Read all at 3 Steps to Understanding Buying Behavior.