I like this infographic Visual.ly created. Though it’s mentioning marketers, the clear subject matter is how valuable your customers are, and the impact to a company’s bottom line if a customer doesn’t feel appreciated.
Found this great infograph Five9 shared by Five9. I think it’s critical from an operational perspective to select a tool that allows visibility to traditional call center metrics. These metrics provide valuable insight into what is coming in and how much. Then, once you decide strategically which pieces to answer, it’s great to have the ability to turn the volume on or off.
Let’s talk about merging. You know, good, old-fashioned highway merging. The concept is (as I understand it) that as two lanes become one, the people in those two lanes keep a normal pace of traffic until such time as the lanes come together. When this happens, the cars should come together, like a zipper, one and then the other, to form a single line. This takes cooperation from both parties, but it seems simple enough. I was driving to work this morning, trying to wake up and drinking my coffee, listening to some upbeat music on the radio. As I approached this merge point on the highway, I stayed in my lane that was going to merge with the lane next to me, and followed that white line to edge over. The person next to me must have a different concept of merging, because he sped up from behind me to get even with me, and blocked this merging action, forcing me to slow down. He basically entered my universe and said, quite clearly, “NO!” So, what can I do but slow down, and slow down the person behind me, and slow down the person in the lane behind him? Not much. Because he said “NO! I’M FIRST!”
His action came from a place of no, of not accepting what was happening around him. This can happen in customer support too. When we come from a place of “no,” whether it’s subtle or right out loud, it causes discomfort and things don’t flow easily like they could. It also creates negative feelings that, by the way, attach themselves to your brand. If that guy on the highway had a brand or a logo on his car, you can bet I’d associate his actions and my subsequent feelings about those actions with his brand. Anytime we tell a customer “I can’t do that,” or “That’s not the process,” or “You need to…” we are coming from a position of “no.” Perhaps today we can take some time to ask ourselves what it would take to get to “yes.” How far, exactly, are you from yes? Is there a small process or policy you could alter that could get you to “yes”? Are you missing something that could get you to “yes”? Certainly we must all say “no” sometimes, but I think after review you might find a few occasions that could easily be changed. The guy running me off the road to be first this morning was really probably much closer to “yes” than he thought, and I bet he could have made his own day a bit brighter by saying “yes” to me because he would have already gotten a good deed out of the way.
Think about how you can get to “yes” today. Would a few little steps help your brand be associated with positive experiences rather than negative ones?
Infographic by- Invesp
I wanted to share this infograph that HubShout recently published titled “Social Media & Customer Service.” There are some stats in here I don’t see as often, such as the number of people who think brands should keep the same social hours on weekends, and how many customers call companies when they do not reach resolution via social channels. And, this infograph shows that the percentage of brands responding to social media inquiries more than doubled from 2012 to 2013! Enjoy.
So, I don’t like the term “complainer” when we talk about customers seeking support on social media. Why? Because sometimes I am a customer seeking support on social media. We all are. And I’m not complaining, I’m looking for assistance. I’ve purchased or signed up for your product or service, and I have some expectations. If those expectations aren’t met, I’ll want to discuss that with you. So, I don’t agree with that label. I do, however, like the information in this infograph. I agree that customers have different backgrounds and experiences and there is no cookie-cutter response that will work for everyone. These types of customers want to be treated in unique ways, and if you miss those signs, you might lose that customer. So, try to disassociate me with the “complainer” label, as I do not approve. I also only recommend taking conversations offline when they become useless or annoying to the greater audience, or when sensitive account information is involved. Otherwise, much of this is good data.
Embedded from ExactTarget
KISSmetrics recently published this insightful infograph with useful data gathered from consumers nationwide. Click the image to enlarge.
Leora Grace posted this great infograph on customer expectations I thought I would share with you. I really like the case study that illustrates how a customer can still feel he was made whole though the problem cannot be fully solved.
Infograph by CallCentre.co.uk
Interesting infograph published by Salesforce Desk on customer service complaints by category.
Which industries get the most customer service complaints?
– Brought to you by Desk.com