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John Goodman
John is one of the original trailblazers of the customer experience industry and has personally directed some 1,000 customer experience studies for clients worldwide.
My last blog addressed moving from Customer Relationship Management (CRM) to Customer Experience (CE) management. This blog will show how to make your CE proactive. Being proactive means controlling the situation by causing action rather than waiting to respond to an event. Being proactive...
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A recent projectable national study confirms much of what you probably suspect—that even though many companies claim they are emphasizing service, service is actually getting worse. Why? Companies often spend money on technology and staff that in effect pour gasoline on the fire, further inflaming...
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My last blog post differentiated between basic customer service (CRM) and customer experience (CE). CRM is about marketing and sales, while CE is about being accessible, anticipatory, proactive and engaging across the end-to-end customer lifecycle.
There are four process actions and four...
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Customer service, strategic customer service, CRM, and customer experience: these terms are often used interchangeably. In fact, they imply very different concepts and roles within your company. As you move down the list of terms, an executive creates greater opportunities to take the lead in...
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We all know exactly the types of customer service interactions that raise our blood pressure. Five of the most prevalent points of pain that surface in CCMC’s bi-annual National Rage Studies are practices common in many service systems.
All five actions overtly pour gasoline on the...
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Is your service department performing actions that, despite the best of intentions, may in fact be creating negative impact with your customers?
As part of a national survey, Customer Care Management & Consulting collected the following list of 20 actions performed by service...
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Are the fries hot? The beer cold? Products that deliver as promised are key
Recently, during a connection through O'Hare Airport in Chicago, I approached a Starbucks for a cup of coffee. The barista said, "I'm just brewing a new pot, so I'm afraid there will be a two-minute...
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Myth: “Service is nice, but price wins customers–look at Wal-Mart!”
Fact: Some customers may buy on price, but most customers will pay a premium for great service.
My “Exhibit A” is Starbucks, which my editor calls “FourBucks”. Why would anyone ever pay four dollars for a cup of coffee??...
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This post is part of the Customer Service Myths Series.
Customer Service Myth: We have few complaints, therefore almost everyone is happy.
Fact: Few customers complain, especially to headquarters or a manager.
A recent airline flight was delayed by a minor maintenance issue – we ended up arriving...
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