No Easy Answers to Excellence? December 9, 2009
Posted by onprocess in Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess.Tags: Customer Experience Management, customer satisfaction, customer service, differentiate on service quality, measure customer satisfaction, measuring satisfaction, no easy answers to excellence, real solutions vs. point solutions
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(a.k.a., Real Solutions vs. Point Solutions)
There’s an old saying; “When you sell hammers, every problem is a nail”.
There are companies who will make phone calls for you.
There are companies who have machines that will make automated phone calls for you.
They’ll read what you tell them to say, until you tell them to stop.
And when they’re done, you’ll get your bill: We made X calls, for Y dollars. Net 30.
Check the box. Next.
Lots of activity, some outcomes, but not necessarily a solution to the problem your business really has.
What about the customer? Does anyone care about him or her? What’s the experience like for them? Did you learn anything from all that activity? Did you really educate the customer? Did you truly capture their input? Can you drive action as a result that will measurably improve your business?
There are no easy answers to excellence.
Or maybe there is one – OnProcess Technology®.
Not a software firm, not a call center, not a survey company. OnProcess Technology is in the results business.
OnProcess provides CE360™; a comprehensive customer experience management solution that helps improve your customers’ experience in a number of ways. CE360™ combines process methodology, multi-channel communications services and powerful data analysis to give you the clear insights you need to maximize customer satisfaction.
Increased Understanding Means Increased Usage, Reduced Remorse Returns
You can use CE360™ to increase your customers’ understanding of your current solutions or to help your customers smoothly upgrade to your newest offerings. Your results are a more positive customer experience, increased use of your products and services, and loyalty to your brand.
Identify Service Problems – Maximize ROI
You can also use CE360™ to assess your customers’ install, start-up or upgrade experience, enabling you to find weak points in your customer experience processes. By focusing investment on the most impactful areas, you maximize ROI and lift in satisfaction scores.
Compete on Service, Instead of Price
Ultimately, what this all comes down to is differentiation on service quality. Taking price out of the equation, to whatever extent possible, frees you up to be more profitable; to keep your customers loyal; to recover from occasional service glitches more easily, and to increase share in a competitive marketplace.
You don’t get those kinds of results by just ‘checking the box’.
–sk
You’re only as good as your people. And processes. September 4, 2008
Posted by onprocess in Customer Experience Management, OnProcess.Tags: customer experience assessment, customer touchpoints, measure customer satisfaction, service quality, Steve Kirstein
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In businesses with many customer touchpoints, each of those touchpoints is both a threat and an opportunity. Huge companies with thousands of employees and hundreds of thousands of customers can spend literally millions of dollars on advertising for branding, new customer development and upsell. Yet, one bad customer interaction can sour the whole works. Multiply that by the number of these bad interactions and the opportunity cost is massive.
What makes this worse is that most companies don’t know where their touchpoints are going wrong. Feedback mechanisms are complicated and often don’t provide an accurate or complete picture. And for every customer that complains, there are likely a dozen (or more) who don’t.
Does your company know how well its customer interactions are received? You train and you train, but are there gaps in some areas? Do you depend on automated customer surveys to determine satisfaction levels?
We’re glad to learn what methods you are using to gauge the success of your customer touchpoints. We’ll also be sharing some high-level insights gleaned from our data-driven analyses with our many client companies. Stay tuned, and let’s hear from you.
–sk
