Customer service, if in doubt, be human
“The Human Experience: How to make life better for your customers and create a more successful organisation” reminds me of “The ministry of common sense”. You should also watch this (Brian Solis also wrote a great book on customer experience, click here):
Customer service
Customer service is still a hugely underestimated aspect of running a successful business. And with AI and robotics, that will increase to be the case. Nothing beats real humanity. Ultimately, the only thing that really matters is how you make people feel. Companies should be there to help make life as easy and enjoyable as possible. And investing time and effort in creating a human customer experience will, in turn, lead to a more efficient organisation. Realising that new technology is not a shortcut to satisfaction and cost-saving, and forgetting what matters to customers.
Smooth
The book quotes “Four Thousand Weeks” on of my favourite books. Referring to “smoothness”. The average customer can expect to spend around 43 days of their life waiting on hold. That’s a month diving in the Maldives, a few weeks travelling on the Trans-Siberian railway or ten re-watches of the whole of Game of…
