ViewPoint welcomes guest blogger Richard Quarterman back with the next installment in the Customer Service blog series :
Through my years working on customer service strategy, I came across several attempts to create a model for customer service delivery, from reputable organisations as varied as the Said Business School in Oxford, the Institute of Customer Service, and of course the work we did ourselves in Waitrose. One feature I started to notice was a juxtaposition of words like ‘tangible’ and ‘intangible’, ‘external’ and ‘internal’, ‘process’ and ‘culture’, and I started to gather these thoughts together into a juxtaposition of my own – ‘functional’ vs ‘emotional ‘. Almost all of these models could have a line drawn down the middle, and have these two labels applied to either side.
Have you ever wondered where the first smiley icon was used and why? In a news article I found in the Guardian, the contested origins are linked to a 1963 American children's TV programme called ‘The Funny Company’. It featured a crude smiley face as a kids-club baseball cap logo, with the message ‘Keep Smiling’.
... so you better take soundings.
The digital revolution has impacted our culture and we find ourselves struggling to keep up with the pace of change.
One impact is to be less loyal and forgiving when things don’t quite work out how we expect. Think about the last time a website froze on you for a few seconds. We’re fast to abandon and click elsewhere for our expectations to be met.
4 minute read
It’s thought that the term ‘Big Data’ was first used at the end of the 1980s but the last few years has seen a rise in an additional phrase: ‘Data Lakes’ - large scale repositories of data held in their raw or source form. I suspect that the reason data lakes have become so popular is because the cost of storage and the tools necessary to manipulate Big Data has decreased dramatically. That doesn’t mean to say that they haven’t introduced a whole new set of challenges and pitfalls as well.
2 minute read
We all need feedback. From healthy infant development, through school and college and into our work-life, getting constructive feedback is essential. So why isn’t the same said for customer feedback?
3 minute read
It’s a known issue and the bugbear of many a CX or Insight professional. Businesses value feedback; it helps attract and retain both customers and employees alike. But as customers, or feedback givers, we become less interested. Typical sentiments along the lines of, “I’ve got what I need,” “sorry, no time!” or “I don’t believe my opinion will make a difference” all yield the same result – we don’t bother giving feedback. In short, businesses care about feedback, customers don’t.
4 minute read
Measuring customer satisfaction doesn’t tell you how to achieve it. You can measure levels of satisfaction; you can pore over reports showing the distribution of customers across the satisfaction spectrum. All of this is helpful as far as it goes, but the problem is that it doesn’t go far enough: it doesn’t provide insight into why the customer was satisfied or dissatisfied. To achieve this, you will need to understand the customer experience.
4 minute read
We are seeing the rise of many highly technical tools to make sense of free text comments. Some sentiment engines position themselves in terms that are hard to get your head around – it all sounds like rocket science! So in his blog I would like to share what sentiment analysis is and how to use it in simple terms.