april 18, 2007 15:39 - Best Price AND Great Service: How often does THAT happen?

Recently we decided to buy a new digital photocamera (for the technically inclined under you: an SLR - camera, with interchangeable dual lens kit) to be able to photograph our children and important events in our lifes with great quality.

Since the age of Internet, we always do our research online, and search for the best deal online... believe it or not, this can save you hundreds of dollars (euros in this case, which is even bettersinc the dollar is on the decline when compared to the euro)!

But if you think that the best price must mean that service levels are not as good as with higher priced alternatives: it can be, but not in this case!

My questions were responded to within an hour. A very friendly response, written in a personal style (ie. not 'canned'). We paid in the morning, and they send it out the same day. Next day delivery of the well-packaged camera. Does this leave anything to desire? I think not!

Well done, DigitalStreet.nl! (Go to URL)

|

april 23, 2007 11:36 - Friction theory revisited: A real life example of service gone bad

Last year, I shared my "Friction theory" with readers of Customer Servings, our highly acclaimed customer service newsletter (Not a subscriber? click here to subscribe!).

In that article I shared my thought about how friction in any point a customer comes into contact with your company, be it through the product, a customer service call, reading a good or bad review online, or when he or she gets the bill, the relationship could come to a halt. If everything goes smooth (ie. no friction), the relationship with the customer may continue. If there's too much friction (eg. rude service, incorrect billing, faulty product, etc.) the relationship grinds to a halt.

Well, that's my theory, anyway!

Now for a real life example I came across last week:

"British Gas apologises as complaints triple"
So why did the complaints triple? They tripled because of the introduction of a new billing system, that over-estimated household bills, which essentially means that customers needed to advance a lot more money than they used to do. So when they got their new bill (contact point of British Gas with their customer) this created a lot of friction (having to pay more than expected will do that!). People started to call customer service, who were swamped with complaints, resulting in even more friction (long waiting time before being connected).

Now, the customers probably have no choice to switch to another supplier, but my bet is that if they could, they would! In my mind this is a perfect example how customer service is not only about setting up a customer service department, but more about making sure that friction is avoided as much as possible at all customer contact points. If you do that well, customer service in the usual sense of the term, will be much, much easier.

Strangely, in some firms there is no time to do things right the first time around, because they're so busy fixing first, second and third time mistakes. Don't make that same mistake... reduce friction whereever you and the customer touch! (Go to URL)

|

april 30, 2007 00:53 - A friend of mine created these great audiobook series...

In my online travels I've come to meet and become friends with many people around the globe. Richard Gorham is one of them. I met with himand his wife Suzanne when they came to Amsterdam:

Recently,Richard sent me a set of audiobooks he just finished. I was amazed with the quality and timeless success advice contained in it. He took the lessons of Dr. Orison Swett Marsden, updated them, and professionally recorded it in his highly acclaimed "Leadership Audio Series". If you ever considered buying the motivational stuff of Tony Robbins, Brian Tracy or Jack Canfield, but found them too expensive, well, here's an alternative that's not as expensive, But the lessons are equally strong!

Well done, Richard! Great job!

You can get his Leadership Audio series at Audible.com:

A Leadership Series for Successful Living (Unabridged) This highly praised leadership series demonstrates timeless lessons on leadership, success, personal development, and self-growth.... Audible member price: $24,48 / non-member price: $34,97

|