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Great customer service: an oxymoron?

April 24, 2015


Is your customer service an oxymoron? Is it geared towards helping your customers, or avoiding them? Here’s what great customer experience looks like to me:

1. Customer calls company “A” and wants to speak to a customer service agent.

2. Customer is able reach a human agent within 30-60 seconds (and without a gauntlet of CG voice options and having to punch in excessive numbers). 

3. Agent actually has the information the customer has punched in (account number, issue type, etc) and greets customer by name.

4. Agent resolves problem fairly and quickly, and life is good.

This seems like a very simple interaction. But recently, when I had one like this, I found myself overflowing with gratitude. I steel myself for these calls- expecting the worst, because I’ve been conditioned to expect the worst, through endless frustrating calls that went more like this:

 1. Customer calls company- get electronic message asking customer to select one of 5 choices. Customer doesn’t want any of these choices- customer wants to talk to a human.

2. Electronic voice says that she understands that I’d like to speak to an agent, but to help, she’ll need the following information entered.

3. Customer enters information, gets a new menu of options. None apply. Customer wants a human. Customer presses “0”. Machine says “this is not a valid response”. Customer says, “I WANT A HUMAN”. Machine says, “that is not a valid response. To repeat the menu, press 1.” Menu repeats. There’s no option for a human.

4. Customer implodes.

5. Customer starts over, process begins anew. Eventually reaches human. By this time, customer is hostile, frustrated and exhausted. Agent asks for all of the same account information customer has already entered.

6. Customer implodes.

You get the idea.

It shouldn’t have to be like this.

I really wonder how much actual revenue it costs companies in the long term- do companies actually quantify the time wasted dealing with hostile customers, and look at how that could be prevented? What’s the lost revenue by attrition when the customer decides not to deal with them anymore? If they really did the math, they would see that it’s much less expensive in the long run to provide good, or even great service. Think retention, appreciation, brand loyalty. That’s revenue. Many retailers get it. Especially online retailers. And granted, that process is simpler- and faster. But when it comes to customer support for longer term products like computers, or printers, health insurance or banks- not so much.

Why do CEO’s allow this kind of experience to persist?

Almost certainly because they don’t experience it for themselves. This is the advice I’d give- and it’s same advice I give top leaders and CEO’s for their websites: experience it for yourself. Frequently.

Give yourself a scenario (my product arrived damaged, never arrived, stopped working, or I’m calling to understand why my claim was denied, and so on). Call your own Customer Service number and see you how feel when you’re done. And then ask yourself, “Is our customer service an oxymoron?” Answer the question.

You’ll know what you need to do.

Give me the text

April 18, 2015


There is such a thing as overdoing your video content. When there’s a message I could just as easily (or more easily) scan via text- just give me the text. I can’t even count how many times I’ve clicked on an interesting link from Facebook, Linkedin or news media sites only to find that it’s a video link, and I can’t get to the content of the message unless I’m willing to wait through the ad, then sit through the video.

Video has it’s place- for entertainment, or education. But for news or content, give me text. I don’t want to have to go through it at a video’s pace- I want to see what it’s about and quickly move on.

What’s the best practice?

First, your link or image should clearly show that it’s a video- or you’re misleading me.

Second- provide the text transcript as an option.

Let the user have control over the experience.

Google’s big move on mobile

April 18, 2015


Starting April 21, retailers are going to see a major change in their Google rankings. Some are calling it “Mobilegeddon”. A bit dramatic, but the drama isn’t entirely unfounded. If your site is not mobile friendly, you’ll get punished in the rankings. And it’s not just about having a mobile site anymore- it’s about having truly mobile friendly pages, where you can read the text and navigate & transact without zooming in. This has been a long time coming.

The new Google algorithm "Mobilegeddon" or "shopper heaven?"

The new Google algorithm “Mobilegeddon” or “shopper heaven?”

Mobile has been heading towards this tipping point for years. Google says they’re just responding to the data: more people are shopping with mobile devices than ever before. Over half of the shoppers interacting with retailers are now doing it on their tablets or phones- for research, browsing and transacting. Google says they want to be able to deliver results that will be more relevant.

What this means for sites that aren’t yet responsive or mobile friendly is that organic traffic could take a significant dive- as Google sinks them in the rankings.

Is this going to make it better for shoppers? Or just harder for shoppers to find the sites they want? Time will tell.  Larry Dignan, Editor In Chief of Zdnet, says that this move could have major blowback for Google, in his post:

Google’s mobile friendly algorithm change on deck: The case for blowback

Dignan makes the case that if businesses are not mobile ready, Google’s results may not be as relevant to the shopper, and could backfire on Google as the search results become less compelling, or simply- not what the customer wants.

Time will tell. “Mobilegeddon” or not, you’ll want to take a look at how Google sees your site. Take the Mobile Friendly test on Google to see how your site shapes up.

Mobile Friendly Test

Whether Google sticks with the new algorithm or not, you’ll want to get working on a responsive site. It’s how your customers are shopping now, and ultimately it will serve them- and you, much better.

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