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Denial (Da Nile) Is Not A River in Egypt!
Isnt’ that a great line? “Denial is not a river in Egypt.” We all know how impactful the voice of the customer is, and how equally important it is to listen to that voice. However, research shows that even though there is a real sensitivity to price among consumers, companies continue to remain in denial. So why isn’t the customer service or customer experience strategy not being tweaked to meet the needs of the customer? Some responses I’ve heard include: “Well, we’re making our numbers,” orrn “It can’t be that bad,” or
Don't Push Send Yet!
How do you answer these six questions: 1. Have you ever written and sent an email in haste? 2. Have you ever sent an email without reading it over first? 3. Have you ever forgotten to attach the attachment? 4. Have you answered only two of the three questions asked? 5. Have you ever sent an email when you’re angry? And then regret it later? 6. Have you ever sent a detailed email that needs follow up on either your end or the receiver’s and you never print it out so as to know how to follow up? And then you have to search through all your sent emails to find it?
Thank You for Calling
How often do you hear ‘thank you for calling’ when you make a call to a company? Almost all the time is my experience, you too? How often does it sound sincere? Much less time, don’t you think? What should it be? It should be a very sincere ‘thank you for calling,’ and you should mean it. If someone has a problem or a complaint and they don’t call, you have no opportunity to assist them, remedy the problem or complaint, and more importantly, create relationship with the customer such that you are their vendor of choice. And that doesn’t mean that they’re not talking about their problem.