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Archive for "Videos"

The Effortless Experience

Posted on May 17, 2014 by under Reviews, Videos.    

Here’s my key take away from the 2014 ICMI Contact Center Expo & Conference.

Matthew Dixon was one of our keynote speakers at the ICMI Contact Center Expo & Conference. The video above is nearly identical to his keynote speech witout the Bill Rancic jokes. The speech covers the key ideas of their book, The Effortless Experience: Conquering the New Battleground for Customer Loyalty.

It is by far the best book I’ve read this year. Seriously. It articulates a lot of the things that I’ve been feeling but haven’t been able to articulate. I always tell my friend Darcy that I have all of these opinions and gut feelings but have no way to prove them. I’ll usually make some kind of statement or claim. Sometimes Darcy agrees or disagrees but, since she’s the keeper of our call center statistics, she’s the one who actually crunches the data to either prove or disprove my claim. Besides that, Darcy is really good at running reports and gathering information. But I digress… The authors and their colleagues have actually done the research and their research proves what we have all probably known for a long time: a strategy of delight doesn’t pay, customer satisfaction is not a predictor of loyalty, customer service interactions tend to drive disloyalty (no matter what you do), and the key to mitigating customer disloyalty is by reducing customer effort.

Customer service providers just need to accept that customers don’t want to have to deal with us. They want to take care of their business as quickly and as effortless as possible and be on their merry way.

The book talks about the concept of next issue avoidance, which is something that I’ve been working on for a few years now. Ever since we started collecting data on our repeat calls, this has been a topic of interest for me. I’m so glad that here’s a school of thought now that focuses on next issue avoidance because it’s actually easier for me to wrap my head around that than first contact resolution.

For years I’ve been trying to get at first contact resolution and can’t quite seem to get a metric that makes sense so I started attacking it from the repeat calls perspective. After reading this book I feel somewhat validated. LOL.

Anyway, if you haven’t read the book, I highly recommend it. It’s an easy read. I read most of it on the flight home from San Diego. The examples provided are timely and relevant, and it’s just an enjoyable read over all. Kudos to the authors and their colleagues who helped with the research and contributed to the book. I haven’t been this excited about learning something new in a long time. Thank you.

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Bad Teamwork vs. Good Teamwork

Posted on April 24, 2014 by under Leadership, Videos.    

I spent a couple of days in Topeka this week for Remarkable Leadership training. I got a free copy of the bestseller and also got to watch this funny video. FTW.

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Chevreul’s Pendulum

Posted on March 2, 2014 by under Videos.    

Brian has always been a bit of a nonbeliever in The Secret. He believes in it more now, but he used to make fun of me for being completely convinced that it works. But then, how else would you explain all the great things that happen to us?

While at the Customer Experience and Touch Point Mapping meeting last week, we were introduced to Chevreul’s Pendulum. I never could prove The Secret to Brian until this exercise. As soon as we did it, I thought to myself, “This is it. This is exactly how The Secret works!” I couldn’t wait to show Brian.

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This is a photo of him giving it a try. If you’ve never tried this before, let me know. It’s amazing. If you are unfamiliar with The Secret, check out the video below. You probably think I’m nuts, but it really works. I promise!

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Customer Experience Revolution

Posted on March 1, 2014 by under Projects, Videos.    

There’s a customer experience revolution taking place at work and it’s very exciting. I spent a couple of days in Topeka with thirty some of the most brilliant people who are committed to enhancing customer experience across all touch points throughout our organization. Real changes are taking place. It’s a long time coming and I’m really honored to be part of history in the making.

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Roy Barnes facilitated our two-day customer experience touch point mapping exercise. I remember hearing him talk about customer experience for the first time at the AGA EEI Conference in Fort Worth a couple of years ago. His talk was captivating. He basically put into words what I’ve felt we were missing. As I sat in the audience mesmerized by the ideas presented, I remember thinking “I wish this guy would talk to the people I work with.”

As luck would have it, Amy was tasked with organizing our group training that year and she hired Roy Barnes to present on customer experience. Fast forward to now and Roy has talked to dozens of people at my work and we’re now in the process of mapping our touch points and creating a consistent customer experience that lives up to our customer experience intent statement throughout our organization. I am beyond excited to be part of this endeavor.

It makes me think of when we met with the Starwood execs and showed them our call center almost two years ago. At the time they were still trying to decide between a handful of cities for their next call center location. It meant a lot for the Wichita community because it meant hundreds of jobs. Today they’re not just established in Wichita, they employ over four hundred people including my sister and brother-in-law. I am moved at the thought that I was part of that.

I hope to look back years from now and say, “I was part of that transformation.” I was there the day that we made that step to change the way we do business. The say we declared our intent.

Anyway, for those of you who aren’t sure what this customer experience mumbo jumbo is that I’m talking about, here’s a video that pretty much sums up why this is important. This video by NICE Systems sums up what’s going on in the customer experience realm right now. This is basically a small part of what we’re talking about.

Our objective is to map all of our customer touch points and put a strategy in place to ensure that we deliver an experience that lives up to our customer intent statement across the board, in every customer interaction and every touch point. It’s a tall order but we’re going to make it happen. And, I’m going to be part of this revolution.

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MOMIX: Botanica

Posted on October 5, 2013 by under Things to Do, Videos.    

I am super excited to see MOMIX: Botanica tonight at the Wichita Orpheum. Huge thanks to my friend Christina for taking me. Brian would never have sat through the performance. It would have been a waste of a ticket. LOL.

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