According to Research.com, the USPS will be bringing in a new tool that will allow the system to see how the consumers service is at four key touchpoints: receiving mail, sending mail, visiting the post office and contacting the Postal Service.
Delores Kettle, USPS vice president and consumer advocate, stated this about the new data collection: “Through added insights and actionable data, customer experience measurement will help the Postal Service more precisely identify customer needs across all channels and find new ways to provide greater customer service. We will now be measuring and reporting on areas that really matter to our customers, and this information will help Postal Service managers take actions to improve service.”
Read the full article here.
Showing posts with label customer 1st blog. Show all posts
Showing posts with label customer 1st blog. Show all posts
Thursday, April 1, 2010
Tuesday, November 10, 2009
Cutting off the customer
The Wall Street Journal has an article that looks at how some companies are cutting off the customer that's costing the company more money than profit. Last year, many companies would work with their customers, offer them discounts or work with them on payment options. This year, however, many smaller companies are finding that by cutting off customers who don't pay actually increases their profit, as they have more time to spend with those customers who are making their payments.
Do you agree with this? Have you had to break relations with some of your needy customers in order to create a better supplier for your revenue-generating customers? How do you feel about this approach to business from a customer service perspective?
Do you agree with this? Have you had to break relations with some of your needy customers in order to create a better supplier for your revenue-generating customers? How do you feel about this approach to business from a customer service perspective?
Thursday, November 5, 2009
NACCM 2009: Saving Customer Ryan: The Power of Emotional Brand Equity
Saving Customer Ryan: The Power of Emotional Brand Equity
Dan Hill, Author, Emotionomics
Dan decided to figure out how to bring emotions into business. Brain science breakthroughs have changed and we have always been, “I feel, therefore I am.” And this is now shown through brain science. We are Homer Simpson, we think and act with our emotions.
We have a 3-part brain. Sensory, emotional, rational brain. We are sensory and emotional decision makers. Loyalty is a feeling.
How do we judge what people think compared to:
Facial expressions – 55%
Tone of Voice – 38%
Words Being said – 7%
Pitch, rate, range, articulation can give you a sense of how people are feeling over the phone. A person who is born blind has the same emotions as someone who is not. There is a part of the brain devoted to reading people faces, and it’s 8x as powerful as the one which reads objects.
In a commercial for Best Buy, eye tracking goes to the face of a person for females. Everyone is looking at faces, and the logos are in the background, but that’s the story. People Magazine will always survive because of the fact that they can continue showing the faces.
Facial Coding: It’s universal. It’s worldwide, culture through. The face is the only place in the body where the muscles attach to the skin. Dan Hill has shared his views on televistion and judged facial expressions of individuals involved with presidential races, on ESPN and ARod, when playing poker.
Our core emotions are happiness, surprise, anger, disgust, contempt, Sadness, fear, and deceit. We have two smiles, which are the true smile and tbe social smile.
Gauge personality properly by using the Big 5: Extraversion, agreeableness, conscientiousness, openness, neuroticism
Openness – exploratory and not afraid
Conscientiousness- detail oriented, responsible
Extroverted – Aggressive, friendly, funny,
Agreeableness – warmth, kindness
Neuroticism – adaptability, equanimity, maturity
When you’re in a short meeting, you can only pick up on conscientiousness and neuroticism.
Summary:
1)Hire and train the right people. We all read other peoples faces.
2) Better survey question.
Like: What makes you stay with us? Or What do we do to help you the most?
3) Customer service as offer, it should nto be the afterthought. It’s huge and the heart and center of business.
If you can create a sensory service with customer service, you can then leverage your relationships.
Make customer service a good romantic dance, continually court them show them the equity of your brand.
Dan Hill, Author, Emotionomics
Dan decided to figure out how to bring emotions into business. Brain science breakthroughs have changed and we have always been, “I feel, therefore I am.” And this is now shown through brain science. We are Homer Simpson, we think and act with our emotions.
We have a 3-part brain. Sensory, emotional, rational brain. We are sensory and emotional decision makers. Loyalty is a feeling.
How do we judge what people think compared to:
Facial expressions – 55%
Tone of Voice – 38%
Words Being said – 7%
Pitch, rate, range, articulation can give you a sense of how people are feeling over the phone. A person who is born blind has the same emotions as someone who is not. There is a part of the brain devoted to reading people faces, and it’s 8x as powerful as the one which reads objects.
In a commercial for Best Buy, eye tracking goes to the face of a person for females. Everyone is looking at faces, and the logos are in the background, but that’s the story. People Magazine will always survive because of the fact that they can continue showing the faces.
Facial Coding: It’s universal. It’s worldwide, culture through. The face is the only place in the body where the muscles attach to the skin. Dan Hill has shared his views on televistion and judged facial expressions of individuals involved with presidential races, on ESPN and ARod, when playing poker.
Our core emotions are happiness, surprise, anger, disgust, contempt, Sadness, fear, and deceit. We have two smiles, which are the true smile and tbe social smile.
Gauge personality properly by using the Big 5: Extraversion, agreeableness, conscientiousness, openness, neuroticism
Openness – exploratory and not afraid
Conscientiousness- detail oriented, responsible
Extroverted – Aggressive, friendly, funny,
Agreeableness – warmth, kindness
Neuroticism – adaptability, equanimity, maturity
When you’re in a short meeting, you can only pick up on conscientiousness and neuroticism.
Summary:
1)Hire and train the right people. We all read other peoples faces.
2) Better survey question.
Like: What makes you stay with us? Or What do we do to help you the most?
3) Customer service as offer, it should nto be the afterthought. It’s huge and the heart and center of business.
If you can create a sensory service with customer service, you can then leverage your relationships.
Make customer service a good romantic dance, continually court them show them the equity of your brand.
Monday, October 26, 2009
Customers 1st 2009 Podcasts: A Conversation with Dan Hill, Author, Emotionomics
As we get gear up for the 2009 NACCM: Customers 1st Event this year, we're going to be interviewing and getting to know the speakers and sponsors who will bring their perspectives on customer service to you. We recently sat down with Dan Hill, author of Emotionomics. He will be participating in the keynote speech, “Saving Customer Ryan: The Power of Emotion Brand Equity” at this year's conference. Download the NACCM:Customers 1st Brochure to find out more about the program this year.
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Dan Hill is the President of Sensory Logic, Inc., founded in 1998 as a scientific consumer insights firm that specializes in gauging both verbal and nonverbal, subconscious reactions to advertising, store environments, and product design, packaging and presentation. He has also provides executive coaching for sales force training relating to interpersonal communication skills.
Dan will be presenting the keynote speech “Saving Customer Ryan: The Power of Emotional Brand Equity” at this year’s NACCM: Customers 1st Conference this November 2-5 at the Pointe Hilton Squaw Peak in Phoenix, Arizona.
What is a company’s emotional equity and how can this affect consumer perceptions?
Dan: Well, we often talk about equity from an advertising perspective, and what they often mean is the awareness of the brand. That you’re aware of a brand, and you find it relevant. What I think it means when you get to customer service, what’s the experience you’ve had with a brand, is it meaningful, is it distinct and above all is it positive and it’s emotional because our emotions drive our decision making process and reflect the memories that we’ve had, and that’s why they’re so powerful and drive customer perceptions. If you have a positive feeling, it’s relent, it can drive you back toward the brand.
How important is it to customer service to be able to read what your customers are feeling when they are doing business with you?
Dan: It’s crucial because the breakthroughs in brain science confirm that people are largely emotional decision makers, the emotional part of the brain sends about 10x as many signals as the rational brain and vice versa, so everybody feels before they think, and the important thing about customer service is you’re in the moment, you’re interacting with another human being, it’s probably the single most emotional moment in the business world, and if you can engender positive feelings, and read as you’re creating those vibes with the other person, that’s really when you’re going to build brand equity.
How can being able to read facial expressions of candidates help during the hiring process?
Dan: Well, we all know that these days, people don’t disclose much in references, and obviously the person doing the interview is going to put on their best face possible, and the important thing you need to know is once you hire the person, and they are at the crucial touch point where brand equity is built so much, you really want someone was a good brand ambassador. Someone who has an agreeable personality, and I really think you can pick that up in an interview. Much more in just the words, after all in a stressful situation, it’s really a chance to get past the lip services. There are studies that show 55% of crucial communication is through the face and only 7% through the words. Reading someone’s temperament, seeing how they handle the stress of the interview, seeing how positive they can be and stay away from the negatives, those same qualities will be very valuable in someone who’s helping a customer.
Can you tell us a little about what you’ll be presenting at this year’s NACCM: Customers 1st?
Dan: [I will ]Probably two or three things most of all. One is to try to introduce people to the importance of the emotional element in people’s decision making process. As I said breakthroughs in brain science have confirmed that people are overwhelmingly emotional decision makers. That’s one part. The other part is indeed about hiring. We are linking how people emote and how they feel to their core personality. That’s how someone over time reveals themselves. And the third point will be specific practical applications to what the customer experience and customer service situation is and how you can make it better.
Subscribe Free
Add to my Page
Dan Hill is the President of Sensory Logic, Inc., founded in 1998 as a scientific consumer insights firm that specializes in gauging both verbal and nonverbal, subconscious reactions to advertising, store environments, and product design, packaging and presentation. He has also provides executive coaching for sales force training relating to interpersonal communication skills.
Dan will be presenting the keynote speech “Saving Customer Ryan: The Power of Emotional Brand Equity” at this year’s NACCM: Customers 1st Conference this November 2-5 at the Pointe Hilton Squaw Peak in Phoenix, Arizona.
What is a company’s emotional equity and how can this affect consumer perceptions?
Dan: Well, we often talk about equity from an advertising perspective, and what they often mean is the awareness of the brand. That you’re aware of a brand, and you find it relevant. What I think it means when you get to customer service, what’s the experience you’ve had with a brand, is it meaningful, is it distinct and above all is it positive and it’s emotional because our emotions drive our decision making process and reflect the memories that we’ve had, and that’s why they’re so powerful and drive customer perceptions. If you have a positive feeling, it’s relent, it can drive you back toward the brand.
How important is it to customer service to be able to read what your customers are feeling when they are doing business with you?
Dan: It’s crucial because the breakthroughs in brain science confirm that people are largely emotional decision makers, the emotional part of the brain sends about 10x as many signals as the rational brain and vice versa, so everybody feels before they think, and the important thing about customer service is you’re in the moment, you’re interacting with another human being, it’s probably the single most emotional moment in the business world, and if you can engender positive feelings, and read as you’re creating those vibes with the other person, that’s really when you’re going to build brand equity.
How can being able to read facial expressions of candidates help during the hiring process?
Dan: Well, we all know that these days, people don’t disclose much in references, and obviously the person doing the interview is going to put on their best face possible, and the important thing you need to know is once you hire the person, and they are at the crucial touch point where brand equity is built so much, you really want someone was a good brand ambassador. Someone who has an agreeable personality, and I really think you can pick that up in an interview. Much more in just the words, after all in a stressful situation, it’s really a chance to get past the lip services. There are studies that show 55% of crucial communication is through the face and only 7% through the words. Reading someone’s temperament, seeing how they handle the stress of the interview, seeing how positive they can be and stay away from the negatives, those same qualities will be very valuable in someone who’s helping a customer.
Can you tell us a little about what you’ll be presenting at this year’s NACCM: Customers 1st?
Dan: [I will ]Probably two or three things most of all. One is to try to introduce people to the importance of the emotional element in people’s decision making process. As I said breakthroughs in brain science have confirmed that people are overwhelmingly emotional decision makers. That’s one part. The other part is indeed about hiring. We are linking how people emote and how they feel to their core personality. That’s how someone over time reveals themselves. And the third point will be specific practical applications to what the customer experience and customer service situation is and how you can make it better.
Thursday, October 1, 2009
Airlines seeing increase in better customer service
According to the LA Times, many airlines are seeing an increase in quality of customer service. Through the first seven months of 2009, 79% of US flights were on time, as opposed to 75% during the same time in 2008. The claims to lost luggage also dropped 1 bag per 1,00o people from 4.87 last year to 3.89 this year. One factor contributing to the increase in customer service could be because there are fewer flights in the skies, which means more fewer customers for the airlines to work with.
What do you think about the increase in customer service? As a frequent flier, customer service may have improved, but has the general experience of flying increased? While fewer bags were lost, how much of an impact did airlines new charges for checking bags decrease the number of checked bags?
JetBlue will be joining us at NACCM: Customers 1st to present the keynote speech "Fueling Loyalty within a Mile High Customer-Centric Culture" on Tuesday, November 3. Find out more about the speech here.
What do you think about the increase in customer service? As a frequent flier, customer service may have improved, but has the general experience of flying increased? While fewer bags were lost, how much of an impact did airlines new charges for checking bags decrease the number of checked bags?
JetBlue will be joining us at NACCM: Customers 1st to present the keynote speech "Fueling Loyalty within a Mile High Customer-Centric Culture" on Tuesday, November 3. Find out more about the speech here.
Friday, August 28, 2009
It's harder to hold on to today's customers
Mike Linton of Forbes recently commented on the difficulty that is keeping customers for your business. We all know that it's far easier to keep customers you currently have rather than acquire new ones.
However Linton makes the point that as long as you have a brand that stays relevant and listen to customers needs. He also points out that it's important to stay relevant in your customers mind when it comes to value and pricing.
Everyone is hurting today in this economy. How are you ensuring that your customers are going to receive the best price and value from you?
However Linton makes the point that as long as you have a brand that stays relevant and listen to customers needs. He also points out that it's important to stay relevant in your customers mind when it comes to value and pricing.
Everyone is hurting today in this economy. How are you ensuring that your customers are going to receive the best price and value from you?
Wednesday, July 29, 2009
Customers say hotel service improves despite cost cuts
Gary Stoller of USA Today reports that although hotels across the US are cutting costs, they are improving their customer service.
J.D. Power and Associates' latest survey of guests, out Tuesday, shows their satisfaction with four of six types of hotels increased in the last year: upscale, midscale full service, midscale limited service and economy/budget.
Microtel Inns & Suites ranked as the top economy/budget hotel for guest satisfaction in the J.D. Power survey for an eighth-consecutive year.
For more information about other hotel's ranking with the survey, please visit the original article referenced.
Customers say hotel service improves despite cost cuts
What can other hospitality industries learn from hotels during this economic climate?
J.D. Power and Associates' latest survey of guests, out Tuesday, shows their satisfaction with four of six types of hotels increased in the last year: upscale, midscale full service, midscale limited service and economy/budget.
Microtel Inns & Suites ranked as the top economy/budget hotel for guest satisfaction in the J.D. Power survey for an eighth-consecutive year.
For more information about other hotel's ranking with the survey, please visit the original article referenced.
Customers say hotel service improves despite cost cuts
What can other hospitality industries learn from hotels during this economic climate?
Friday, July 24, 2009
Verizon to tackle customer service issues
Long Island Business News reports that Verizon has owned up to their poor customer service issues and according to their blog, have released a set of new procedures that the company will follow to enhance its relationship with customers.
Here is the copy of their revamped online customer support:
Online Customer Support
What do you think of the procedures that Verizon has outlined with its customer support? What other changes can Verizon do?
Here is the copy of their revamped online customer support:
Online Customer Support
First, need help right now? To chat with or e-mail a customer service representative click here. It might just be the easiest and fastest way to get help, ask a question or wrestle a problem to the ground.
Another great way to ask questions and find help is right here on the Verizon Community Forums, where users help users get answers. We established the Forums last summer, and they’ve become an increasingly popular place for customers as The New York Times recently noted.
We have also a streamlined way for customers to get the help they need online. Our consumer support site, www.verizon.com/residentialhelp, provides customers with self-help procedures for an array of topics concerning broadband, television, telephone and wireless products and services. The Web site has earned praise from the Association of Support Professionals, and customers are using it to answer technical and product questions on their own.
What do you think of the procedures that Verizon has outlined with its customer support? What other changes can Verizon do?
Monday, June 29, 2009
Delta Arms Customer Service Reps with Red Coats (Again)
Facing a high rate of customer service complaints, Delta Airlines will reequip its customer service representatives with red coats. This move will hopefully enable flyers to easily locate customer service representatives to assist them with their travel.
Charisse Jones of USATODAY reports that, "the agents returned to New York's JFK airport last summer and made their debut this month at Atlanta's Hartsfield-Jackson. By summer's end, 600 agents will be walking the concourses and gate areas of 14 airports, including LAX, Orlando and Washington's Reagan National. The return of the elite agents is perhaps the most visible sign of an airline ramping up personal customer service rather than reducing it at a time when self check-in is the norm and passengers often have to pay extra to have an actual person book their flights."
What other efforts, fashion aside, could Delta do to enhance its customer service teams to better serve its flyers?
Charisse Jones of USATODAY reports that, "the agents returned to New York's JFK airport last summer and made their debut this month at Atlanta's Hartsfield-Jackson. By summer's end, 600 agents will be walking the concourses and gate areas of 14 airports, including LAX, Orlando and Washington's Reagan National. The return of the elite agents is perhaps the most visible sign of an airline ramping up personal customer service rather than reducing it at a time when self check-in is the norm and passengers often have to pay extra to have an actual person book their flights."
What other efforts, fashion aside, could Delta do to enhance its customer service teams to better serve its flyers?
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