Posts in category: Customer

Continuum of customer service care factor

Continuum of customer service care factor

Disinterest: I don’t care about what you need. I’ll help you if I want to and when I am ready. Customers are an annoyance. Self Interest: How much money can I make off you? Customers exist to enable my success. They should be so lucky to have me serve them. Balance:...

Empathy in customer service

Expressing genuine concern and empathy for the customer’s predicament helps. It does not take much to say “That sounds really unpleasant. I’m sorry you had to experience that.” When we express empathy, most people’s gut reaction (at least...
Credit card customer experience consistency

Credit card customer experience consistency

Many of our customer experiences are amalgamations of services provided by different suppliers. Take for example, the use of a credit card when travelling abroad, like the 28 Degrees Mastercard I use. In Ireland, the card did not work at all retailers (even when all...
Getting customer experience right first time

Getting customer experience right first time

One interesting phenomenon of travelling on my own is that I can spend significant periods of time not talking to anyone. Most tickets are bought from machines or online; machines with multilingual options, and generally very usable user interfaces.  Supermarkets have...
Pineapple upside down loyalty programme

Pineapple upside down loyalty programme

The old way of selling: Entice buying with promises, claims or discounts. Sales material and people are shiny and glossy. Promises are grandiose and often just shy of too-good-to-be-true. There are loyalty programmes too: The more you buy, the more you are rewarded....

Consumer habits reflect business habits

I don’t think people are somehow truly more “professional” in business than they are in every day life. Consumers are consumers. Their core expectations and values remain consistent. How they behave at the supermarket reflects how they behave in business. (Yes, I am...
The role of customers in products and services development

The role of customers in products and services development

R&D in products is often clearly separated from production and sales of the products. R&D can happen in isolation from other aspects of the operations, and also in isolation from customers. An engineer and industrial designer can design a new toy without...

Educate or sell?

One and off in the past, I hear people talk about the difference between educating customers and selling to them. The two are often presented as mutually exclusive. You can educate, or you can sell. Educate is a waste of time, while selling produces immediately...

Another take on the attention economy

Perhaps it is not so much an attention economy (where generating attention is the new currency), but rather an attention-starved economy. Attention-starved as in: “I want someone to pay me attention and I am prepared to pay for it!” A service business is...

Get out of your customer’s way!

This article by Nick Usborne, Flywheels, Kinetic Energy, and Friction, beautifully describes the behaviour of customers in the lead up to buying and in the act of buying. It shows what you as the vendor can do to help, or get in the way of your customers. Whilst...