Author: David Kay
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“Sensible” Support Policies and their Unintended CX Consequences
TL;DR: It’s better to trust and empower Tier 1 than to make customers run through the gauntlet because you only allow Tier 3 to do certain things. I want to share my support customer journey this week–not to complain, but to prompt some reflection on the CX implications of well-intentioned support policies. That cost me…
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The Care and Feeding of Taxonomies, Part 1: Why Should I Care?
This is the first in a series of four blog posts about taxonomies. In this one, it’s my job to explain why what sounds like an incredibly dry topic really makes a difference. In succeeding posts, I’ll describe what makes a good taxonomy, provide a step-by-step approach to creating yours, and lay out some common…
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You Need a Dedicated KCS Program Manager
If you don’t have a plan for having dedicated KCS℠ program management, we won’t lead a KCS Design Workshop for you. (With regret.) You’ll be wasting your money and our time. Our fourteen years of doing this have taught us a few things about what works and what doesn’t. A dedicated KCS Program Manager works;…
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Implementing Technology: Cow Paths Bad; Goat Paths Good
in TechnologyAt Dreamforce last week, conversations turned to good and bad ways of implementing a new CRM system—and really, any enterprise technology that’s helping automate business processes.
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KCS v6: Support’s Time to Shine
The Consortium for Service Innovation just released Version 6 of the KCS Practices Guide, along with a document that lays out the principles and core concepts of KCS. V6 isn’t just an incremental improvement to KCS; it’s a game changer that can put us in the driver’s seat of knowledge management for the whole enterprise. …
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Keeping Communications Simple and Fun: ANCILE Does It Right
I always love it when our clients share some of the great ways they communicate with their teams about KCS, and I love it even more when they give me permission to share with you. (HT: CM). A good use of video is to plant seeds with the team, to let them know that KCS…
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Preparing for KCS Certification – It Pays Off
Image courtesy KCS v6 Practices Certified Sue van Gelder, who took amazing notes We’ve lead certification workshops for many customers this year. We’ve noticed a pattern of behavior that contributes to passing the certification exam, and we feel it’s worth sharing as demand for KCS v6 Practices Certification is growing. Why get KCS Practices Certified?…
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Customer Effort Score (CES): The One Best Question for Transactional Surveys
We recommend replacing your CSAT question with a Customer Effort Score (CES) question. Unlike CSAT, CES measures things that are largely in your control.
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Transparency: A Personal Reflection
…last weekend I had an experience that helped me understand how transparency improves the customer experience and loyalty.