Category: Customer Experience

Alert readers of my last two posts have probably guessed what this one is about.

The control/responsibility matrix (click to enlarge)

People make choices about their preferences for control and for taking responsibility. When we combine those choices, we end up with a simple matrix.

In the top right is an ideal combination. Someone with control and authority who also takes responsibility when things go wrong. This creates a useful feedback loop, because they can actually do something about the problems they caused.

In the bottom right is a disaster waiting to happen. This is brittle megalomaniac, Robert Moses, the builder, who spent nearly a century paving New York while neglecting housing and other social justice issues, but never took responsibility for any of the effects of his work. People who grab control and avoid responsibility are often easily identified because they spend a lot of time whining.

In the top left corner is someone who truly cares. They bring huge empathy to the situation, and they help people feel seen. Alas, because they don’t have power (either because it’s been denied to them or because they avoid it), their willingness to take responsibility is sort of hollow. This is one reason that frontline workers that are required to exert emotional labor and empathy on the job so often burn out.

And finally, in most situations, most people are in the bottom left. The system pushes us to be cogs, to accept what’s given in exchange for being let off the hook and not being held responsible for what happens next.

In many situations, we have the freedom to choose. We can choose a quadrant or we can choose not to participate. And if we’re lucky or care enough, we can choose who to vote for, who to work for and where we’re headed.

Hi there, I’m usually very successful in communicating with customer service when there is a problem and getting it resolved fairly. I’d like to think that I know when I am in the wrong or when the business is, I could find many friends who’d back me up on this statement. So I’m a bit baffled at how Walmart not only closed my business walmart.com account, but also my personal account with an attempt to get a replacement TV due to delivery damage, not once, but two times. This is how the story goes.. (TV #1) In November I was making use of the Black Friday sales I had ordered my first TV with my business account as I needed to replace a TV at my business. It arrived with a small hole (see below), but I accepted it to inspect it hoping it was a just a box issue. Not only did this box look like it went thru some rough times it had dirt on it every where. I even needed to clean my carpet where I placed it inside. Unfortunately, after opening it, I had discovered the screen was cracked and damaged (see below). I received a return label and sent it back for a refund as I was told I could not exchange it. I would have preferred just doing an exchange, but it was not an option I was told. ​ TV #1 Hole in box. TV #1 :Verified cracked screen ​ (TV #2) After waiting a couple of weeks for the return process to complete and after receiving my money back, I had ordered another TV in December as directed by Walmart to resolve the issue. I waited a few more weeks for delivery, which was January 5th. And low and behold the box is in even worse condition. It was still dirty, but part of the bottom was literally missing on the corner of the box (see below). This time I simply rejected the delivery because it was time consuming to get a label and have someone wait for the pickup truck the last time. ​ TV #2 : Damaged on shipping truck. Package was rejected. Here is where the story get’s interesting and weird, and where they cancelled both of my accounts (business and personal). The TV was returned, and I called Walmart.com explaining my extreme frustration of waiting a few months for a TV. I also explained that the delivery company had managed to damage two TV’s in a row. I had asked if there was anything that could be done to speed up the replacement this time. I had explained that I rejected the package and it was on the way back. After waiting on the phone for a considerable amount of time I was disconnected while listening to hold music. I then ran out of time and decided to try another day. The time time that I could call them back I tried to login to my business account to get the order information and it said it was closed. I called Walmart back and asked what had happened, they couldn’t explain and said I would get a call in 48 hours. I did not get that call they promised. So I called back. They said that my return violated their terms and use and they closed my account. I asked for a supervisor, they said they would open it in 48 hours. They did not. Through all of this I’m guessing I have made over 20-25 calls into Walmart. While speaking to either representatives or supervisors, they stated that my account was closed and will remained closed. Other times I spoke with them they said that it will be opened up in 48 hours. Except it has never been opened up after waiting that time they stated. I did also verify it was not business hours, but actually 48 hours from the time of the phone conversation. Many times these calls just got disconnected while being on hold. I have been firm on my calls, but not yelling/arguing, I assured the representative that it wasn’t their fault but I disappointed with the situation, not them specifically. Right now I’m stuck in a loop. They have TV #2 back that I rejected on January 5th, but I still haven’t even been refunded the thousands of dollars this TV costs. Some Walmart reps said I will be refunded I just need to wait a number of weeks others say I will not be refunded, but the track record has not always been truthful so I don’t know what to expect. I started a dispute with my credit card company but it takes months to process. So my business account is closed. I can’t use that. That is very frustrating. But now now I’m even more shocked at what happened next. Last night I went on to my personal account to order some home supplies and goods, but Walmart.com immediately cancelled order and stated the following… (Personal Order) Order date: Fri, Jan 21, 2022 Cancellation due to returns violation Hi ######, After a careful review of your account, we’ve noticed a series of returns violations, described in our Terms of Use. For this reason, we had to cancel your order ######. Please know you weren’t charged for this order. Any temporary holds will be removed within 10 business days, in accordance with your bank’s policy. While future online orders from this account will also be canceled, you’re always welcome to shop in store. Sincerely, Team Walmart Terms of Use URL : Link Keep in mind this is an entirely different account, my personal account. I’m guessing they cross refenced some information like my phone number and closed my personal account too. As of this moment…. I can’t even order my prescriptions because of ordering a TV that arrived damaged where I attempted to get a working replacement. I’m being treated like a thief and all I wanted was a TV to arrive not damaged in shipping. How can a Walmart rep have this much power to close both of my accounts and cause the service team not to be able to open it? Right now I’m stuck. I’m looking for the process of getting my accounts opened and usable again. I have tried the main number, asked for managers and supervisor with nothing but a promise in 48 hours I’ll get call back saying it will be resolved, but nothing happens. Then I call back and find out it must remain closed. So different people, different results. I have not tried in store as I am guessing they will say they do not handle online orders, but it’s my next thought. Any advice, thoughts or comments? What does a person need to do here to get this resolved?
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When things go wrong, is your instinct to hide in a corner and hope you won’t get noticed–or to lean into the situation and make it clear that this one is on you?

“I’ve got this,” is a phrase that some people will go out of their way to avoid saying. At work, where it’s incredibly valuable, or in personal relationships, where it creates deep connection.

The movies are filled with heroes who take responsibility. Organizations are miserly when it comes to handing out authority, but most of them are eager to pay attention (and give respect) to anyone who is willing to take responsibility.

Like our control preference, responsibility is a learned skill. You might be born with an instinct for it, but mostly it’s something we’re taught or choose to learn.

Sadly, this is a line that’s missing from every resume I’ve ever seen. It seems to be that a bias toward taking responsibility is one of the most important things to look for when hiring an employee, finding a doctor or building a team.

[Part 2 of 3]

Would you rather write the script, read the script, watch the movie or write the review?

When someone commutes by train, they’re giving up control over the journey. On one hand, that means that they can’t actively impact how fast the train arrives. On the other hand, it means that they don’t have to be fully present and in command of all the decisions involved.

There’s a huge diversity of control preference, and it varies across the many areas of our lives. Perhaps you need to be in control over your work, but have no interest in controlling what you eat for dinner–or vice versa.

I remember a restaurant in the Bronx where the waiter would ask you one or two questions about which food you liked, and then walk away and bring you back a series of dishes that you didn’t expect or choose. Some people really enjoy this, others are frustrated by the lack of control it requires.

While it may be that each of us has an inherent bias away or toward control, it’s pretty clear that it is also a skill that can be learned, and that different industries allocate control to people as part of their hierarchies. It’s also true that different cultures have evolved to allocate and teach control preference in different ways. Sometimes it’s based on gender and caste, but there are also cultural mores that have been fueled by industry, the patriarchy and governance.

One of the things we certainly have control over is deciding whether we’ll seek to spend our days in control or not. We might have make sacrifices along the way, but the feeling is up to us.

[part 1 of a series]

Only 14% of organizations have achieved a 360-degree view of the customer, according to Gartner’s latest research. However, 82% of respondents said they still aspire to attain this goal in a Gartner survey of 402 marketing, IT and other enterprise leaders responsible for customer data initiatives from May through July 2021. This short research review…
The post Gartner’s research: only 14% of organizations achieved a 360-degree view of their customer appeared first on Customer Experience Magazine.

In today’s instant gratification age, customers expect service to be faster and more responsive than ever. So it may be surprising that a bank that started in the late 1980s is leading the way in the UK. But their holistic approach to being there for customers is a winning strategy, no matter the decade.
First Direct Bank began in October 1989 (a tough time to start a bank, right?) with one singular purpose in mind: to bash the rules of banking—especially those around convenience and getting help when you need it.  A bank without branches, they support customers by phone, Internet and mobile.  In what they do, and how they built First Direct, they have abolished hours where they are not available, people who don’t have time to speak, upselling, long lines, those red ropes, and queuing.  In short, they built how the bank works (and when it works) for customer convenience, not its own.
Focus on Customer Convenience, not the Bank’s
First Direct never closes. They are available 24 hours a day, 365 days a year. And EVERY time you call, when the phone rings on their end, it goes right to a human being who picks up the phone. And here’s the lovely kicker: there is no robot or phone tree or ‘triaging’ system that sorts out the reason you called, then sends you off.  You don’t have to punch in your numbers first then be dispatched.  You call, and a human being answers that is ready to help. Full stop.
The reason First Direct went in this direction is that is what their best customers told them, “Kibosh the interactive voice response and get me to a real person.”  And so they did. First Direct also knows that queuing, whether you’re standing in line waiting to see a teller or on the phone listening to a recording is devaluing.  It says, “Our time is more important than yours.”

In listening to their best customers, @firstdirect learned they wanted to speak to a real person immediately. So the bank made it happen. Learn more in this case study. #CXClick To Tweet

Hire Well, Train Well, Empower Your Front Line
All this is well and good…but you’ve got to be greeted by someone who wants to help, is trained to help, and CAN help to make any of this matter.  Whoever takes your call has your back, because First Direct gives them permission to. And here’s why: they focus on to recruiting people from caring professions (healthcare, hospitality, etc.) using a character and values based vetting process.
Forty percent of new employees are recruited to the company by existing staff. And only about one in a hundred who start the recruiting process finish it. With all that in place, they turn over trust to those folks answering the phone.  Every person who answers that phone is trusted to change processes, procedure and policies that make customers’ lives difficult.
Be Where Your Customers Are
First Direct’s is equally as swift, personal and helpful in mobile, social and Internet interactions. An early adopter to realizing the customers’ were using Twitter to ask for help, they were the first UK Bank with a Twitter account. Even in these social media interactions, First Direct imparts a human touch.  Most tweets back to customers are signed off with the initials of the employee responding and catch a glimpse of who they are on their Twitter banner so there’s a face to go with that Tweet.
The Impact of Always Being Available?
Ninety-two percent of First Direct customers say they would recommend the bank to someone else. Their customers have become the engine that fuels their growth, and also vote for them to receive accolades and awards.  A few of the many are:  British Bank Awards 2017 – Best British Bank, Moneyfacts Online Banking Provider of the Year, British Bank Awards 2017 – Most Recommended Bank. In fact, in the most recent UK Customer Satisfaction Index, First Direct was the most highly rated organization for customer satisfaction—across all industries—with a score of 86.7 (out of 100).

Want more case studies? Pick up a copy of my latest book, Would You Do That To Your Mother? Get more impactful brand examples, activities, and insights in the book.
Learn more about the book and find out where to order »
The post First Direct Bank Decided to Always Be Available: A Case Study appeared first on Customer Bliss.

Hello! I’m a college student conducting some research about small businesses’ experience with customer reviews. I have a brief survey for anyone interested to fill out and all respondents will be automatically entered into a giveaway for a $100 Amazon gift card. Considering I’m not just spamming this survey everywhere I can, you’ll actually have a good shot at winning if you respond to it. I’m not going to try to sell you anything based on your responses, this is for my research purposes only. Thank you! Survey: https://docs.google.com/forms/u/2/d/1e1SvOMoQCciQIdjlI0BzMONcukxMH1GZnvBYcq4E9XM/edit?usp=forms_home&ths=true
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Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition.
The first step to success is knowing what to expect. Having the right research to back your strategic decision making will keep your operations alert, competitive, and of course, customer-oriented. Our newest report, State of the Contact Center 2022, reflects on the biggest happenings from the past year, so you can plan for the months ahead with confidence.
Looking for the highlights? Here are three contact center industry trends you shouldn’t ignore in 2022.
Industry Report: State of the Contact Center 2022
1. The Hybrid Work Model is Here to Stay
Hybrid contact centers will become the norm in 2022, with many companies realizing the value of flexible work arrangements. Not only do they better engage call center agents and improve customer satisfaction, they also allow companies to save on costs through smaller office spaces and therefore, lower rents and utilities.
The introduction of the hybrid model led many to conclude that remote work would become the new industry standard. However, Peter Ryan of Ryan Strategic Advisory says there is evidence indicating a “growing interest in the agent community around returning to the office.”

Evidence points to a growing interest among agents and contact center operators around returning to the office. Watch this business model continue to find equilibrium in 2022.
– Peter Ryan, CEO of Ryan Strategic Advisory

2. Customers Expect Convenience and Immediacy.
The COVID-19 pandemic impacted customer behavior in many ways. One of the most notable impacts is renewed demand for convenience, and their expectations around ease of service.
Need groceries? You can order them right to your doorstep with the tap of a button. Hungry for take-out? There are now more options for delivery than ever before. And with businesses going through revolving doors of restrictions, customers have become dependent on online retailers like Amazon, who are able to turnaround and deliver orders in just a few days.

“[Customers] will still pay more for good service, but they now expect it to include convenience.”
– Shep Hyken, CS & CX Expert

Increased demand for convenience has resulted in more demanding and impatient customers. Shep Hyken, CS and CX expert of hyken.com says, “[Customers] will still pay more for good service, but they now expect it to include convenience.” During challenging times, customers now expect businesses to step up and provide products and services that are both quick and accessible. Anything less, and they won’t hesitate to switch to another provider.
Don’t make the mistake of ignoring this trend. Customer service is now recognized as a main revenue driver, alongside sales and marketing. In other words, customer loyalty has a direct impact on your business revenue. To maintain their loyalty, your contact center must provide customers with quick resolutions and exceptional experiences.

FACT:
A 5% percent increase in customer retention can translate to a 10% increase in profits, according to Bain&Co.

A contact center is a busy place, though. If inbound calls are abundant and staffing is low, it becomes difficult for agents to deliver consistent quality experiences. Two poor experiences are enough for 62% of customers in the United States to switch companies.
Omnichannel support remains one of the best ways to aid your customers, no matter their preferred channel. You can take this approach to the next level with Conversation Scheduling, which lets you escalate customers on any digital channel – social media, email, chat support, or otherwise – to the voice channel with ease.
3. Demand for Digital-First Experiences
Unsurprisingly, customers are more dependent than ever on the internet and online channels. That also means they expect your business to meet them there.
Contact centers who previously resisted the transition to digital experiences were forced to make the move within the first few years of the pandemic. In 2017, 62% of businesses had some aspect of cloud-based software. Contact center expert Nerys Corfield says she expects “2022 will see a continued [contact center] migration to the cloud.”

“2022 will see a continued migration to the cloud. Hopefully, this shift will be accompanied by an operational move to omnichannel agent environments.”
– Nerys Corfield, Director at Injection Consulting Ltd.

That’s because cloud-based technology is more secure than ever before, and scales easily with growing businesses. Plus, it’s perfect for remote or hybrid contact centers and their work-from-home agents. It’s can also support omnichannel processes, allowing you to connect with your digital users on their preferred channels.
Of course, digital-first contact center technology isn’t the only option out there. Here are some tools you may want to invest in this year:
Voice Call-Backs – Offer callers a call-back as an alternative to waiting on hold. This helps flatten call-spikes and improves the experience for your customers immensely!
Visual IVR – This is a simple, yet powerful add-on to your website that allows customers to schedule a call-back from an agent at their preferred time.
AI chat bots – While it can’t replace genuine human interactions, these tools can automate tedious tasks for your agents, allowing them to focus on providing excellent service.
 The post Blog first appeared on Fonolo.

Why are we more likely to take off our masks or avoid social distancing with a group of friends at a party instead of strangers on the train?

Why do we drive more carefully in a new neighborhood instead of near our home?

Why trust the advice of a doctor who looks like us, or went to the same school we did?

Our evolved preference for familiarity often backfires. There are many signals that give us useful information about whether a situation is productive or safe. But pre-existing social networks might not be the best one.

Having surveyed 2,600 consumers and contact centre professionals in both the UK and USA, research commissioned by PCI Pal®, the global cloud provider of secure payment solutions for business communications has found that 61% of consumers overall (81% in the UK and 40% in the US) feel that increased use of technology to handle customer service increases…
The post PCI Pal combined two surveys to explore the future of customer service appeared first on Customer Experience Magazine.