Category: Customer Experience
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Changing Expectations of Support
The Association of Support Professionals (ASP) recently published a report entitled The Changing Expectations of Support (membership required, and I encourage you to join if you haven’t!). It’s eye-opening. The clear message is, what was good enough no longer is. Here are some of the thoughts I shared with Al when he interviewed me for…
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The Care and Feeding of Taxonomies, Part 3: How to Design Them
Having said why it’s important to get taxonomies right, and what makes a good taxonomy, I should let you know how you can do taxonomy design on your own. In our taxonomy workshops, we facilitate organizations through this design process: We find two days to be a good length of time to devote to this process,…
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The Care and Feeding of Taxonomies, Part 2: What Makes a Good Taxonomy?
Now that we’ve seen why taxonomies are important, it’s time to discover what makes for a good taxonomy. Effective and useful taxonomies have the following properties. Now that we’ve discussed what makes a good taxonomy, in our next post we’ll discuss practices for creating and maintaining one.
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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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Transparency: A Personal Reflection
…last weekend I had an experience that helped me understand how transparency improves the customer experience and loyalty.
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Free Your Knowledge Base
Some good reasons to put your knowledge base on the Internet–and some outdated myths that keep it locked up behind a customer login today.
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The Disconnect (Video)
Happy 2014! It has been a very long time since we posted here, and I feel a little guilty because we have quite a few new subscribers. Instead of blogging, we’ve been working on a video, The Disconnect, which we’re premiering at the bottom of this post. I hope the video speaks for itself (and…
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How To Map Your Customer Experience Journeys
Recently, we made the case for mapping your customer experience. So, how do you do it? If you can get the right people in the room, it’s surprisingly easy. Here’s the drill. Get Ready Map Analyze Done! As with usability testing or customer surveying, the process isn’t all that difficult, but actually taking action requires commitment. …