Season 2, Episode 8 – Over $3.7 Trillion LOST Annually Across the Globe
Poor customer service (CS) costs over $3.7 trillion dollars annually across the globe – up 20% from the year before. Rod and Brian discuss a variety of topics, using research and real-life examples, including:
- How critical it is to treat CS from the inside/out – practicing internally with each other the behaviors expected externally with customers/clients.
- Importance of ‘convenience’ to the customer and determining specifics through ongoing gathering of the voice of the customer (VOC)
- Truly empowering CS reps to make decisions while minimizing ‘asking for permission’
- Avoiding the trap of automating broken, ineffective processes
Whiteboard Notes:
Reflection Questions:
- How does your organization communicate, teach, and reinforce the importance and impact every employee has on the total customer experience?
- Regarding CS, what metrics matter the most from your customer’s perspective? How do you know?
- How does your organization capture and learn both CS best practices and lessons learned?
- What decisions can your employees make without ever asking for permission?