A diversified medical group suffered from a common procedure that frustrated patients, doctors and laboratory technicians every day. First, doctors sent their patients to the laboratory for tests. After the tests, patients asked the laboratory technicians for results. When technicians shared the test results, patients often got upset. When patients got upset, doctors got upset.
I recently stayed at a major hotel in Perth, Australia. On the telephone in my room was a small card indicating the phone and fax numbers of the hotel. The phone number was listed as (09)225-1234 / (09)225-1234. Clients around the world intended to call me during my stay, so I gave them the hotel
I avoided caffeine for many years. But with so many flights and late, late nights, I recently tried “just a sip.” The next day I dunked a Danish pastry. A few days later I asked for “half a cup, please.” In very little time, I was enjoying café latte for breakfast! Much has changed in
I bought a new hat to shield my balding head from the summer sun. The store had over 200 hats, but only one hat offered as much information as protection. My new “Tilley Hat” cost me plenty. It was worth every cent and is a great example of customer experience management at its finest. What
What’s in a word? If that word happens to be jargon or in-house coding and it’s going out to your clients, a lot. Improve customer experience by making certain your communications with clients are crystal clear to those who are not necessarily in the know about your terminology. Sue forwarded me a strange e-mail she
Simon sent me this lunchtime message that demonstrates how important communication is to customer service excellence: “Whilst waiting for my toasted focaccia, a young man came into the shop and asked for a salad sandwich. “While the shop owner prepared the sandwich, the young man kept saying ‘Give me heaps of carrot,’ and “Give me
When there is a need to improve customer satisfaction, interactions are critical. Going above and beyond during client exchanges can leave a strong, positive impression that lasts. Unfortunately, many exchanges do nothing to improve customer satisfaction. Even when a technically correct answer is given, the impression left can be a cold one if solid interpersonal
When customers know what to do, how to do it, what to expect and why, they usually follow instructions. When customers are uncertain about what, how or why, they will often hesitate in uncertainty and doubt. This can be a major problem, especially when customer participation is essential to your success. When communication is lacking,
Every insurance company in the world is concerned about “persistency,” keeping policies in force by making sure clients pay their premiums year after year. A small increase in persistency can yield a very large boost in company profits, making it essential for companies to improve customer loyalty. I have policies with several insurance companies. Every
