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Customer Service makes all the difference

customer service makes the eggs happy, sad and surprised

 

It is obvious to plan for success. We research how other have succeeded, we plan how to repeat success. Yet it is the time of failure when our capabilities are challenged. The bigger the possible loss, the bigger the gain.

Many companies consider customer service as something they have to do, cause they have to do it. Very few understand how it can make a huge difference in how customers think about the business and especially how willing they are to recommend the services.

I bought a new laptop six months ago. I felt a bit uncomfortable with it from the beginning. Lately it has shown more and more signs of getting slower and slower…and it’s still a fairly new device. Last week I took a day off to get over a flu, which gave me an opportunity to lay down on a sofa and carefully examine the laptop, why does it feel getting slower all the time. I discovered that memory usage was over 80% which just shouldn’t be like that. Getting a closer look revealed me that the device only had 4GB of RAM, when it was supposed to have 8 GB.

After further examination I noticed that it wasn’t even the exact model I had purchased. There was only a one letter difference in the model, I had bought a CF0006no but was holding in my hand a FM0006no. And all this had happened already six months ago.

I decided to approach the store via customer service chat, because I felt It would be easier to control my own feelings along the conversation. I was only hoping to talk to a real person instead of a chatbot.

I started saying: This is a bit weird since its six months ago and I only realize it now..

However, the way they reacted and dealt with my issue was remarkable.

From the first moment they wanted me – the customer – to feel happy. It was their mistake alright. They had given me the wrong device – but I didn’t check that until six months later. They have a 60 days cashback guarantee – this was 180 days already.

To put this on a larger perspective. Since I bought the laptop, I had bought from the same store several other products and would continue to do so, unless something would dramatically change my mind. One laptop is not worth it, and it seems they have clearly understood this. They offered to replace my device with the one I actually have bought – with no cost. However, I had used the ‘wrong’ device for some time already and had lots of data in it. Therefore, I wanted to keep it. They offered a fait deal to purchase the old one and to get the one I originally wanted.

All the way I felt we were on the same side. They apologized for their mistake and I did for mine. In the end I was even more happy customer as I was before.

We plan our processes to be perfect. But it’s human to make mistakes, everyone makes them. The key is how you deal with these problems where the stakes are higher. You may lose something but more often you can win much more: the respect and gratitude of your customer. You can make him/her willing to say out loud how well you were dealing with the issue.

Training your staff, giving them responsibility and authority to solve customer disputes will make a big difference. As in my case, the customer is not always totally right but, in the end, he always pays our salaries with continuous purchases.

For any business customer service is crucial for customer experience.

 

“Tridea – The Customer Experience Company offers expertise and consultancy to develop, manage and measure Customer Experience. It provides an online Dashboard for business executives with an unique approach to 360 degree Customer Experience. Leave your contact details – we will get back to you shortly.”

Measuring Customer Experience – When NPS is not enough

Business executives with phones and tablets in their hands

 

You get what you measure! Everyone must have heard this saying before. Another quote says it’s impossible to develop something you can’t measure. These both are true. It is possible to run a successful business without these – however then you must be very lucky.

Majority of business executives agree that Customer Experience is a key factor for successful business. Understanding and listening to your customers tells you where you must improve to make them loyal advocates of your business. It also helps you to notice where you have done well and when to reward your staff.

Net Promoter Score (NPS) must be the best-known methodology to measure customer experience. It’s very simple, easy to implement, cheap to run and you can compare your results against thousands of others globally. That’s why it has become extremely popular.

To develop Customer Experience you must understand your customers. That’s where NPS is a good starting point. However, many questions remain unanswered once you want to get deeper in your analysis.

NPS measures the customer experience as a whole. Usually customer experience is series of actions followed by each other in a service process. We can even call it a journey, where the customer is interacting with several touchpoints and finally asked how he felt about them all together.

NPS does not clarify where within the process we did well and where we failed. It only gives the approximate average.

When comparing your results against global averages you must also consider cultural differences. The scale from 0 to 10 is rated differently by people, yet we have the same conclusion for everybody.

Especially when measuring customer experience online we must go beyond NPS and gain deeper understanding on how our customers feel about our service. We need to know what they did on the site, what they saw doing it, how they felt about it and how did our technology platform perform at that certain moment of time.

Most of the data needed we get from different online analytics tools, but to understand how our customers felt, we must use the so called traditional ways of questionnaires. Here NPS is included, yet it is not enough.

We need to understand how easy or convenient it has been for our customer to communicate and interact with us. To do so, we can use Customer Effort Score (CES) method. This combined with NPS gives us far better understanding how our customers perceived our online service.

If we run an online shop we might want to understand how easy it was to find our site, how easy it was to find the best product and how easy the buying process was as a whole.

 

Tridea is launching a survey solution that combines all the above to a single dashboard. It is part of the Customer Experience Suite – BisLenz.

 

“Tridea – The Customer Experience Company offers expertise and consultancy to develop, manage and measure Customer Experience. It provides an online Dashboard for business executives with an unique approach to 360 degree Customer Experience. Leave your contact details – we will get back to you shortly.”

Customer Experience Hub Finland

a human with a notebook trying to develop research, education and business

 

Tridea is one of the founding members of Customer Experience Hub, that was started last month in Jyväskylä, Finland. Customer Experience Hub aims to increase and develop research, education and business within the field of Customer Experience.

Key players of the Customer Experience Hub include University of Jyväskylä, University of Applied Sciences of Jyväskylä and local businesses that understand the importance of customer experience.

Customer Experience Lab is a virtual community that gathers research projects and experimental projects together to share knowledge and experiences within the Hub.

Customer Experience is affecting almost every aspect of business and there is much to discover and learn. New skills and knowledge are needed both into businesses and academia. Cooperation and knowledge sharing are the key drivers that accelerate the development. Centralizing knowledge will multiply the effect in the long run. The aim is to make Jyväskylä region the leading knowledge hub of CX.

As one of the founding members, Tridea is sharing these values and thus willing to contribute to Customer Experience Hub. It also has a lot to give to the society being a forerunner in developing customer experience dashboard and measuring tools.

Currently Tridea is providing thesis projects to several students on various customer experience related topics and helping students to get deeper into the theme with practical assignments.

 

 

“Tridea – The Customer Experience Company offers expertise and consultancy to develop, manage and measure Customer Experience. It provides an online Dashboard for business executives with an unique approach to 360 degree Customer Experience. Leave your contact details – we will get back to you shortly.”

Success Recipe For Customer Experience

a middle-aged man running on the road to the success

 

What does Customer Experience have in common with the health of a middle-aged man?

Well – we all know how important it is. We all know basically what to do to keep it in good shape. But for most of us it is difficult to follow the instructions day after day, week after week. Yet we know how valuable it would be, and not even such a big trouble, but still.

Too often we don’t recognize the silent signals. It’s only when something more dramatic happens, when we start to pay attention to what we have done recently. It’s either big pain in our body or extremely angry customer that makes us wake up and start analysing the way we live or treat our customers.

As we should visit our doctor regularly, so should we also examine our organization. Are we delivering as we promised, do we keep our customers happy?

Other similarities include that many of us like to set goals and start different projects to improve our health or business. It can be a certain diet or a marathon running. In business we set up task forces, buy consultants to help us plan for better future. But so often, when the diet is done, we go back to the way we did before. When consultants move forward to the next organization we go back to where we were before. Change, if there is any, will only last for a short time and we are soon back to where we started from.

Numerous research both in medicine and in business tell us how to nurture our body or business in sustainable way. We should only follow those principles to succeed. In business there are some steps that can be adopted from medicine to better understand what to do.

 

First get a health check. You need an objective opinion on your business. What works fine, where do you need to improve? Is your website providing the information that makes your customers want to buy from you?

Second you must think long term. Changes will not happen overnight but require patience.

Third you need to measure your performance to see the change and to make sure you have chosen the right direction.

Fourth your change must happen in small steps. Any change for better is valuable as long as it will last. Diets or projects are not worthy if you go back after. But even a small step is vital if it stays.

Fifth and last keep going, don’t give up. The reward will come to those who are patient.

 

Any organization can provide great Customer Experience. No rocket science is required, just common sense and passion to do so. As we should be passionate about our personal health, the same way we should care about our business and customers. When doing so, nothing can stop us from succeeding.

 

“Tridea – The Customer Experience Company offers expertise and consultancy to develop, manage and measure Customer Experience. It provides an online Dashboard for business executives with an unique approach to 360 degree Customer Experience. Leave your contact details – we will get back to you shortly.”

Why Customer Experience matters?

 

Why Customer Experience matters?

How low has the price go that you would prefer a service that you know is of low value, compared to the one that is proven to give you a good experience? We as individuals make these decisions every day. Sometimes we prefer just the price, but more often the feeling of having a valuable service and experience beats the difference in price – don´t you agree?

That is why Customer Experience matters.

As we are exhausted of all the marketing communication that surrounds us everywhere, every time, we value even more the recommendations of our friends and colleagues. We even believe more on strangers opinions when choosing a hotel than the advertising jargon of highly paid copywriters and advertising professionals.

That is why Customer Experience matters.

When searching for a product we are overwhelmed of the amount of alternative providers. After some time we realize most of them are offering the exact same products just in a slightly different way. Having spent already a lot of time on this we simply want it done fast and smoothly. If we run into bugs on the website or are confused by the content we choose the one that makes all the little details right.

That is why Customer Experience matters.

Eight out of ten online users report having broblems on a website. They run into bugs, they cant find the information they are seeking or simply get lost trying to finish the transaction. A third of these customers abandon immediately, for good. And a third of these go directly to a competitor.

That is why Customer Experience matters.

Does this sound familiar to your business? Do you actually know what kind of Customer Experience your company provides? A study claims that 80% of CEOs think their companies are providing an excellent customer experience but only 8% of the customers agree.

To succeed in a highly competitive environment companies must focus on long term satisfaction of the customers. Companies must encourage their customers to recommend the company and its services to their peers. If a company is able to create such a positive circle for sure it will succeed, better than the competitors.

Because Customer Experience matters.

 

“Tridea – The Customer Experience Company offers expertise and consultancy to develop, manage and measure Customer Experience. It provides an online Dashboard for business executives with an unique approach to 360 degree Customer Experience. Leave your contact details – we will get back to you shortly.”

Tridea – For winning Customer Experiences

 

First there was just three young men with an idea – that became Tridea. Along time the idea has evolved as has the experience and knowledge of the people behind it. Today, this 25 year old startup is focusing on one of the most crucial areas of success for companies – Customer Experience.

Every industry faces even harder competition which is caused by digitalization and globalization. Companies are trying to keep up with the competition by closely following their competitors and quickly copying every good idea they find in the industry – thus making competition even harder. What they should do – instead – is to differentiate themselves from the competition, by offering better customer experiences.

This however is easier said than done. Creating better customer experience takes time. It must be in the strategy of the company and requires commitment from top management down to every individual employer. It also requires training your staff and day to day monitoring that your performance is of high value for every single customer.

To be able to manage and develop you must be able to measure. There are numerous tools and methodologies to analyze customer activities online and offline. The challenge is who has the time to seek for the best suitable tools, learn how to use them and create summary charts for the managements, regularly.

Tridea is solving this challenge by bringing together essential measures of customer experience in a dashboard designed for business management. Tridea is also offering expertise services to analyze your current status online and helping to create a strategy and roadmap for winning customer experience.

Tridea will help you to create winning customer experience strategies as you can see your business through the eyes of the customer.

 

“Tridea – The Customer Experience Company offers expertise and consultancy to develop, manage and measure Customer Experience. It provides an online Dashboard for business executives with an unique approach to 360 degree Customer Experience. Leave your contact details – we will get back to you shortly.”