Friday, October 16, 2015
Thursday, September 18, 2014
When I logout from the facebook.com landing page has an ad of Jabong.com displaying few products incl T Shirt. Several times I liked the T Shirt design I had clicked on that but no purchase yet by me from Jabong.com
When I click after liking the product my landing page on Jabong does not display that product. I scroll down for a minute and then leave.
That page shows many other shirts and T Shirts but not the one which I liked and clicked on.
I don't know technical or business issues involved but I am not willing to put extra efforts and time and therefore sale is not happening.
Customer Effort is playing significant role in customer experience (CX).
Fulfilling customer need with ease and delight is the role of enterprise & ease comes before delight.
Many transaction opportunities fail only because of ease factor is ignored or not paid attention too. Imagine revenue loss !!
Jabong must have paid facebook huge money for this ad and yet failed transaction in spite customer likes the product and wants to buy !!!
Have your business processes and corporate communication vetted by CX expert for better Customer Experence - NOW
Friday, July 25, 2014
They want us to punch various numbers before their very busy cell center executive talk to us. I fail to understand without knowing what customer wants they want their ATM PIN after account number. & then last 4 digit of card number.
Ask customer layers of authentication only if customer wants to do some secured transactions. Just to speak for common issues , reporting fraudulent transaction on credit card , retorting phishing or bug on their site. Irrespective of what customer wants to talk to its a long and difficult proposition.
They have 4 pages of credit card bill but no place for customer care number or emergency action points in case of loss or fraudulent transactions. Three pages are filled with advertisements which they want to act upon for more usage of card.
Companies these days become too technology and sales driven that they have forgotten very purpose of everything the do - serving customers with ease.
This is the case with most consumer companies. Customers are finding it difficult to deal with them.
Reaching them after sales , resolving problem with ease and with peace of mind has become extremely difficult. Companies that can achieve this is going to be a winner.
India is 134 in ease of doing business in world ranking. We need to rank companies in ease of doing business with. Ease is very critical in offering delightful customer experience.
Name the company ____________ who qualifies for this status :
We are very easy to deal with.
Monday, June 16, 2014
Deigning feedback form is an art. These artists are rare.
Its is not about HOW your company and your people are performing on a defined internal parameters. Customers are not interested in doing people evaluation job of your HR team. Do not limit their thinking by thinking of your feedback form designing team.
It is all about how your company is achieving fulfillment of customers' need with ease and delight. Your questions should be framed to know all these three aspects and nothing else.
Three questions with reasons of their answer. Period.
- Was the purpose of doing business with us achieved?
- Was it easy to deal with us?
- Was the entire experience of dealing with us delightful?
Answer option should be either YES or NO.
This should be the standard feedback form all across the business. Let your customers speak and write more not your enterprise. Give them freedom to evaluate your performance from their perspective and not from your perspective.
This is applicable to both customers and suppliers.
This is applicable to both customers and suppliers.
Wednesday, July 24, 2013
Simplicity & Ease will push your business. One of the important things in designing customer experience is EASE. Ease of doing business can do wonders.
Flipkart has achieved that EASE, ATM machines offer EASE. The other day we were at Cream Center and guests waiting management was flawless. It was in order and quick communication was flowing from the people inside about tables available to the person managing waiting guests.
In many of the on/offline businesses customers have no clue when and whether things will happen as expected. Communication and business processes are not explicit. They are confusing. People managing are not adding any human angle and just follow what is told to them. The entire experience becomes confusing , irritating and mechanical.
Multiple option at coffee shops , insurance products , mobile plans are highly confusing and lack ease and simplicity. Product design , buying process , usage, communication & marketing all level deserves simplicity.
When you are out to create better customer experience keep EASE factor in mind , as it will add to delight and memorability. Customers have many complexity to attend to in their life, therefore EASE & Simplicity is at premium.
KISS - Keep it Simple Stupid , is really powerful.
Monday, July 15, 2013
When was the last time your business processes were realigned keeping customer experience in mind ?
Do you know business processes are the major culprit in creating damaging customer experience ?
When fulfilling a customer need - business processes can play a key role in making it happen with ease , speed and delight.
Process complexity delays the delivery , irritates the customers , break the relations and customer looks for elsewhere.
Business process mastery can give you competitive advantage. Flipkart is the shining example of process mastery. Their enviable TAT is the result of process mastery keeping customer at the center of the process design. Whatever the processes employed customer gets speedy delivery.
Huge money invested to built brand on media , huge money invested in technology and logistics. However before they built brand through media there was already word of mouth online brand building happening through customers. Media helped them to achieve tipping point but ground work was kept ready through their superior logistics for only one product - Books.
There are plenty of leakage points in offering superior customer experience but business process is the critical part which makes or breaks the business. Business process re-engineering which keeps customer's need and not company's need at the core archives what the company ultimately wants - superior PROFIT through superior CUSTOMER EXPERIENCE.
" You have got to start with CUSTOMER EXPERIENCE and work backward for technology , process & people" Steve Jobs.