Part of good customer service is a good customer experience, and customer experience goes further than just the phone call or email. How does a customer reach out to our team? Is it easy to find our phone number or submit a request form?
Engineer the entire system around the customer’s experience.
Our founder Dan Kerr remembers when we built an online check-out system that was completely engineered around our own internal convenience. It was a major headache for the customer, but it was oh-so-perfect on the backend. We had all the information and data we could ever want. The problem was – the customer didn’t want to go through the headache of buying anything from us!
So we learned to envision everything from the customer’s perspective. Is it easy to get in touch with us? Easy to get answers to questions? Easy to make a purchase? Easy to get tech support?
What systems or processes does your customer have to go through to work with you? What could be re-engineered for the customer?
