Repair, Refurbishment and Return: Does Your Customer Expect Failure? 2012 FEBRUARY 16 Tags: customer satisfaction, customer value, refurbishment, repair depot, Repair operations, returns management, Service Management, Service parts, Spare Parts Category: Service Management By Aly Pinder Does your organization have full visibility into what happens when a customer has a failing part or product? As a service leader, you may be thinking that everything is fine because [...]
Aberdeen Blog Post: Repair, Refurbishment and Return: Does Your Customer Expect Failure?
February 16, 2012 By Leave a Comment
Is Self-Service Good Service?
July 8, 2011 By Leave a Comment
Apparently Albertson’s doesn’t think so. They’re removing their self-service checkout aisles. As the above-linked article states, “Our customers are our highest priority – and we want to provide them with a great experience from the time they park their car to when they leave,” Christine Wilcox, Albertsons LLC spokesperson told Progressive Grocer. “As we’ve changed [...]
Customer Experience & Retention Event – Follow Up
June 20, 2011 By Leave a Comment
The recent Customer Experience & Retention event in Boston which OnProcess co-sponsored was extremely well-received, by all accounts. We just got back the attendee survey results and our joint case study, presented by our client, Anita Kalin, VP Marketing Business Services, Northeast Division for Comcast, was amongst the highest rated presentations for both content and presentation! [...]
See OnProcess at the Customer Experience & Retention Event May 23-25
May 12, 2011 By 1 Comment
OnProcess is a Silver Sponsor at the upcoming Customer Experience & Retention event in Boston, May 23 – 25th. The event is being held at the Westin Boston Waterfront, 425 Summer St. Boston. Of particular interest – our client, Anita Kalin, VP Marketing Business Services, Northeast Division for Comcast, will be presenting a joint case study [...]
Article: Held Hostage by Service Calls
November 12, 2010 By Leave a Comment
Link to original article Published on InfoWorld (http://www.infoworld.com) Held hostage by service calls By Christina Wood Created 2010-11-12 03:00AM The last time I needed an at-home service call, I thought, “Does this company think we’re living in the 1950s? Who can be at home from 8 a.m. to 1 p.m. on a Tuesday just because they bought [...]
Study: Customers Will Pay Organization More For A Great Customer Experience
November 9, 2010 By 2 Comments
We’ve been saying this for some time to our prospects and clients — here’s some more research to support that position. –sk Link to original article Customers Will Pay Organization More For A Great Customer Experience Bozeman, Mont., 10/13/2010 According to the fifth annual Customer Experience Report, a Harris Interactive study sponsored by RightNow Technologies (NASDAQ: RNOW), [...]
Article: Why Your Customers Don't Want to Talk to You
August 10, 2010 By Leave a Comment
Fascinating article in the Harvard Business Review http://blogs.hbr.org/cs/2010/07/why_your_customers_dont_want_t.html 8:36 AM Wednesday July 28, 2010 by Matt Dixon and Lara Ponomareff Have you ever walked into an airport, seen that there is nobody in line at the check-in counter, but still made a bee-line for the self-service kiosk? Better yet, have you everwaited in line for [...]
Article: Customer Engagement Phase is Completely Neglected
June 28, 2010 By 1 Comment
The Engagement Phase starts right after a customer has made a decision to purchase something from you. It begins with the point of sale (PoS) and ends with what I call the point of value (PoV). I define the PoV as:
The point at which customers get the value they were expecting from their purchase and are satisfied with their decision
Temkin Group's Survey on Customer Experience
May 24, 2010 By Leave a Comment
http://experiencematters.wordpress.com/2010/05/24/survey-shows-strong-customer-experience-ambitions/ Interesting initial window into the customer experience assessments companies give themselves. One quick observation was the possible disconnect between leadership roles owning this process versus roadblocks to implementation. If you’re a senior manager with responsibility for CE, and yet you can’t make it the organization’s priority, what does that say?
