Wednesday, June 25, 2014

Traffic Jammed Customer Service

How many of us have endured endless wait times when calling customer service numbers? Or suffered through long lines at a POS counter? Or even waiting for a website to load and log you in for online self service. All of these are cases of "traffic jams" in the customer services of an organization.

Thursday, April 17, 2014

Customers Are Like Children... Really?

My oldest turned 3 a few months ago. I was reflecting on how she has grown and her behavior changed over the years. Well, lets say that parenting has become challenging as years go by. As I pondered over the principles of parenting that are commonly known, I came across the notion of thinking of a customer in the same light as your "child".

Before I start, let me say I am not in any way talking about customers being children and thus being treated like them. What I am indicating is that there are stark similarities between parenting strategies and what we can apply to customer management.

First, lets look at the similarities in customer behavior and children (those of you who are parents should be nodding your heads as you read on. )

Thursday, November 14, 2013

Value is in the Eyes of the Customer

The Subjective Theory of Value states that value of a product or service is based on the subjective importance of it to an individual. You can read more about the details and economic theory behind this on the link here.

Lets look at this theory in the light of customer relationships. There is evidence all around us that the value of certain relationships is different from customer to customer. Where one will value a social network presence of an organization more than visiting their physical office, others will have a different opinion.

Tuesday, November 5, 2013

Making Customers Smile

A lot of us know that we do our best work when we are happy. If there is stress or tension, we generally either try to avoid the situation or choose the least challenging avenues to get the work done. Those are not always the best pieces of work, they are generally just mediocre.

Wednesday, September 25, 2013

Is your organization "human"?

Relationships are personal. Some more than others, but none-the-less quite personal. Similarly, buying decisions can be personal. It is not necessary that I will go out and purchase the cheapest and most positively reviewed product. I may spend a few more dollars to get the product from a local store, or a store where I like to visit, or an online store that accepts my PayPal account. The reasons are un-ending, the irrationality behind the reasons is constant though. But I digress, I will surely touch on this in more detail in a later post.

Thursday, September 19, 2013

The Golden Rule and the Customer

Recently, I read a post from Don Peppers, talking about what it would take to make a genuinely trustable airline.  In his post he refers to the Golden Rule, "Do onto others as you would have them do onto you." That sparked a thought in my mind about how we treat our customers today.

Do we really follow this rule? A bigger question is, do we need to?

Monday, August 5, 2013

How Close are Tomorrow's Gadgets?

Today, I am going to talk about something slightly different to the regular Customer Management related posts.

I recently read about two completely different technological innovations coming into the market which got me thinking about gadgets of the future. The first was Leap Motion's recent launch to the consumer market. The second was a discussion about screen sizes on smartphones and tablets.