Feedback: Cherish the Gift!


I’ve just completed my third customer feedback survey this week, and it’s only Wednesday.   I’ve been asked to provide feedback on the delivery of a parcel, a change to my private health insurance, and on the purchase of a pair of running shoes.  I also tried to provide feedback on an interaction with a Telco, but that resulted in the consultant ending the call… I guess they weren’t really interested! In each case, the feedback took the form of a Net Promoter System (NPS) question:  “Based on your recent experience, how likely are you to recommend <insert company name here> [...]

Feedback: Cherish the Gift!2018-11-04T00:49:43+00:00

Begin with a Check-in


When you organise an important workshop, with the best minds from around the organisation, or the industry, you can be forgiven for wanting to get straight into it from the 1st minute. After all, as the person who called the workshop, you are pretty clear on why it has been scheduled, and what you need out of it. And often you are paying for the privilege! So why is it not only worthwhile, but strongly advisable, to take some time up front to allow attendees to check-in? If you have engaged 3rdView to facilitate, you have recruited someone who is [...]

Begin with a Check-in2018-11-04T00:51:01+00:00

From customer-phobic to Customer-focused!


Are you arachnophobic, agoraphobic or acrophobic? If not, you’ll certainly know someone who is. Fearing spiders, crowded places and heights is not always a bad thing as each of these has an inherent aspect of danger. A phobia is an unhelpful anxiety or fear of a situation or thing. If you are scared of something and it can harm you; that is a good thing. If the fear is present, but the danger is not, such as seeing pictures of spiders or approaching the window in a skyscraper, that is unhelpful and hence, is a phobia. What is Customer Phobia? [...]

From customer-phobic to Customer-focused!2016-06-14T02:45:05+00:00

Customer Insights – are your beliefs holding you back?


“If I had asked people what they wanted, they would have said 'faster horses'.” - Henry Ford The notion that ‘customers don’t know what they want’ is an idea derived from this quote. However, unfortunately the statement it is too frequently misquoted and misunderstood. Henry Ford never actually expressed those famous words. However, if he had, the statement is in fact correct- people find it difficult to imagine and articulate something truly innovative. A problem arises when this quote is used as ammunition against gathering customer insights and customer centricity. Equally harmful to the case for customer insights, are organisations [...]

Customer Insights – are your beliefs holding you back?2016-03-03T04:09:47+00:00

How well do you keep your customer promises?


The old adage ’always deliver on your promises to customers’ has never been more relevant than in today’s competitive market place.  Being true to your word and delivering on what you have agreed, can reward your business with a lifetime of repeat business and create advocates of your customers, something that all the marketing dollars in the world can’t buy.  A great experience with an online retailer really brought home the difference that delivering on promises can make. My microwave recently had a quick and unceremonious death. One minute it was working, the next it had stopped. For our family, [...]

How well do you keep your customer promises?2014-04-28T00:22:07+00:00

Who Cares for your Customers?


When we think of customer support, we generally think of the important role that our front-line sales and service people play, but it’s critical to think carefully about the role that every person plays in supporting your customer experience. I mentioned that my new car broke down a few weeks ago (Give your Customers a Break).  The breakdown was one thing, but when they damaged the car trying to get it out of my garage, the issue became a lot more complex. After 5 weeks, 4 re-sprays, 3 attempts to collect the car only to find it wasn’t up to scratch, 2 customer [...]

Who Cares for your Customers?2014-04-28T01:48:35+00:00

Give your customers a break!


Aligning your organisation systems, customer experience and employee engagement to your strategy can create a truly customer focused business.  Misalignment can leave your customers shaking their heads… and for some organisations this must happen on a daily basis. My car was playing up last week – intermittent, but potentially hazardous.  After a couple of days of believing I must have been at fault (customers do that all the time!) I decided to call the service department of my local dealer to see if they could check it out while I was in the area.  Bear in mind, this claims to [...]

Give your customers a break!2014-04-28T02:00:00+00:00

Opening Night


Employees play a critical role in building a great customer experience.  Often, as long as we have good processes and clear intent they’ll work it out - right?  Not always… sometimes having a little extra support on hand pays dividends. Cirque du Soleil has come to town with ‘Ovo’.  Of course, these guys are the masters of experience… the way you are welcomed into their world through sight, sound, touch and even smell is amazing.  As always, an absolutely magical production. We’ve been to every show in Brisbane, so are probably classed as ‘experienced users’.  This brings great benefits – [...]

Opening Night2013-12-02T11:34:53+00:00

It’s Your Call


You can’t move these days without coming into contact with an IVR (Interactive Voice Response) system. Some bright spark a few years back thought they could save a few bucks on labour costs by automating the first part of the customer ‘call in’ experience. They’re become a running joke at BBQs where we swap stories about how they didn’t recognise the service we were after, or just how far from the right queue we were able to stray. So it’s nice to be able to give some kudos to a service provider who has got it right. With the government [...]

It’s Your Call2013-12-02T11:58:58+00:00

Fear of Feedback


“When you're screwing up and nobody says anything to you anymore, that means they've given up on you.” ― Randy Pausch Customer feedback is like little nuggets of gold for your business. Customers who take the time to give you feedback care. By telling you, they’re helping you to do more of the things they like, and how to improve the things they don’t like. They’re giving you tips on where to focus your effort. Sitting with a friend yesterday, we were discussing how tough their industry is at the moment, and their need to refocus their efforts. They mentioned they were [...]

Fear of Feedback2013-12-02T11:34:53+00:00