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In Defense of Automated Systems (IVR)

  • November 10, 2015

As a customer I am always looking for the most painless route to get what I need from companies I do business with. While automated systems can get a bad rap, I have argued for years that automated systems (when built correctly) are usually EASIER than interacting with humans for many routine interactions. Last Thursday, […]

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Customer Wait Times Don’t Matter

  • November 6, 2015

Ask any customer facing professional what they are most worried about and customer wait time will be top of mind. While overly long wait times can be a driver of dissatisfaction, truth is customers don’t mind “just enough” wait time, in fact almost anything beyond that has no return on investment. The trick is finding […]

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It is Time to Stop Interrogating Customers

  • November 6, 2015

I have used the same phone carrier for 10 years, and they probably have more data about me than they know what to do with. Funny thing is ¬†every time I call in about my account, I am thoroughly interrogated before they would even discuss the reason for my call, it always leaves a bad […]

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The real reasons for customer break-up

  • November 6, 2015

In the course of having dinner with a good friend of mine, he said many years ago that someone told him the reason most relationships fail is because of unmet expectations. I have been thinking about that quote for weeks and this very short video captures that sentiment: Too often, customers play the girl who […]

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