Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Why Is Customer Service So Bad? Because It’s Profitable. by Anthony Dukes and Yi […]
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Why Is Customer Service So Bad? Because It’s Profitable. by Anthony Dukes and Yi Zhu
(Harvard Business Review) It’s a familiar scenario: A service provider fails to live up to your expectations and you feel some restitution may be in order. Yet, when you call customer service to voice a complaint, you’re faced with an automated voice menu, put on hold, or told that the agent is not authorized to refund your money.
My Comment: Interesting concept here. A little contrary to what we are used to; delivering bad service – actually not caring about delivering good service – because it doesn’t make a difference to the bottom line. Read this for an interesting perspective on why bad service can sometimes not have a negative impact on the bottom line, and even be profitable.
Even the Slightest Bit of Friction Can Derail Your Customer Experience. Here Are 2 Simple Ways to Eliminate It by Sonia Thompson
(Inc.) Don’t let your customer experience be remarkable for all the wrong reasons.
My Comment: When I talk about friction and customer service, I’m usually referring to convenience. However, the poor design of a product can also create friction, forcing the customer to the inconvenience of getting support. This article has a great example and two suggestions on how to create a friction-free design of your product.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
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