In 2005, I wrote an article outdated customer service. It is now 2013, and I’m still asking the same questions about service and customer experience as I did back then.
At the time that I wrote my article, I quoted Tom Peters from his book The Pursuit of Wow in which he said, “70% of customers hit the road not because of price or product quality issues, but because they did not like the human side of doing business with the provider of the product or service.”
It doesn’t feel like much has changed. Yes, companies like Zappos and Amazon WOW. But what about all the thousands of other brands out there?
I recently read a blog post penned by Frank Eliason, Director of Global Social Media at Citi. In his post, he says that “One of the reasons the Customer experience is broken at many companies is we have tried to force the Customer into our view instead of taking the Customer view.” Exactly. I couldn’t agree more. How often are companies insisting that their employees walk in the shoes of their customers? How often is the boss going “undercover” to really see what’s going on?
We’ve had rapid advancements in technology – digital, mobile, social networks – in the past 10 years. More people can be reached faster and in more unique ways, but what good does any of that do if you talk about service but never actually deliver. As buyers, have we become so accustomed to mediocre service or worse that we just tolerate it?
Customers want to work with those businesses who demonstrate a sincere desire to help them with anything they need, and they are willing to pay for it. Yes, they want products to work and services that meet their needs. More importantly though, they want people who care that what they sell does their business no harm.
Major departments inside organizations continue to work in silos. Pour a little social media into the mix and the problem is exacerbated. Proudly proclaiming to the world that you provide service and support via Twitter means nothing if you never respond to complaints shared on your page. It happens all the time.
I’m going to be talking a lot more about customer experience in the coming days and weeks. Businesses need to start realizing that there is no “linear” path that a prospect now takes on the way to becoming a customer. Marketing, sales and service folks all need to work together to define and deliver exceptional experience at every touch point in the prospect–to-customer life cycle. Beyond the feel good aspect of delivering WOW experiences, there is financial gain as well.
Is providing great a rich and robust customer experience really that difficult?
I’ll close with these words from IBM founder Thomas Watson who said, “If you want to achieve excellence, you can get there today. As of this second, quit doing less-than-excellent work”.