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 […]
Customer Experience
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: Take an inventory. What taxonomies are currently in use by marketing, the marketing website, user communities, […]
“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. A week and […]
Transparency: A Personal Reflection
…last weekend I had an experience that helped me understand how transparency improves the customer experience and loyalty.
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Some good reasons to put your knowledge base on the Internet–and some outdated myths that keep it locked up behind a customer login today.
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 […]
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 Scope the problem. Taking on the customer lifecycle cradle-to-grave isn’t practical, but the best insights come when multiple groups explore their hand-offs […]
Map your Customer Experience…and Surprise Yourself!
“O wad some Pow’r the giftie gie us To see oursels as ithers see us!” Robert Burns Seeing ourselves as others see us is a gift. And Customer Experience Mapping gives us all the power to do it! All it takes it stepping away from your desks for a while—and some empathetic imagination. Our workdays […]
Great Customer Experiences
It’s been an atypically long break between blog posts. (Some might call it a welcome respite.) Lots of work travel, and we’re just back from a lovely vacation in Spain. Thanks for your patience. Support ultimately owns the post-sales customer experience, and has tremendous influence on the pre-sales experience, too. (I think it’s not a […]
