Eric Reiss' E-service: What we can learn from the customer-service gurus presentation at IA Summit 2008 walked through examples of bad customer service in action and presented strategies for avoiding similar pitfalls.
- Service is 100% about user experience. User experience is not 100% about service.
- Companies with an 83% satisfaction are in trouble. Need 90% satisfaction for long-term customer loyalty.
- Service management is a process not a program. Goes on for a long time with no finish line.
- Unhappy customers are dangerous. If you have a good experience you will tell three friends. If you are an unhappy customer, you will tell 17 people.
- Service happens at the moment of experience. Moments of truth are when and where people have customer service.
- Service is an intangible event that helps us achieve something.
- 10 reasons services are tougher to manage than products:
- Produced at the moment of delivery
- Cannot be recalled if sucks
- Experience cannot be sold or passed on
- Product cannot be demonstrated. You cannot send a sample.
- Cannot be centrally produced, inspected, or warehoused.
- Quality assurance needs to happen before production
- Help, Enhance, Fix –three ways to provide service
- If we do not demand good service, we will never receive it.
- Don’t just prevent bad things from happening. Educate people that it is not prevention, but also making wonderful things happen.