In my previous post, I discussed with Francis Pelletier from SOM Research Group the notion of measuring the performance levels of a company’s customer experience. Let’s now figure out what to do with all this information! Negative or positive, customer experience data is a goldmine! Negative or positive feedback given as a result of measuring customer experience performance is a … [Read more...] about How to use customer experience measurement data
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How should you measure customer experience?
Without measuring the customer experience, it's impossible to improve. However, we must know what to measure, when to measure and how to use the data collected to maximize its full potential. As part of a customer service event recently organized by Les Affaires in Montréal, Francis Pelletier, SOM Research Group's VP Customer Experience and Innovation, gave a workshop on how to measure the … [Read more...] about How should you measure customer experience?
Flip flops and underwear
Shirts a little too unbuttoned. Flip flops or Crocs on the feet. Pants worn so low that they give a glimpse of the underwear. Jeans with holes (even if it is fashionable!). Stained or wrinkled clothing. These are just some examples of what employees wear in their workplace. “Clothes do not make the man.” True. However, an outfit that is inappropriate or not in sync with the brand of a … [Read more...] about Flip flops and underwear
Restaurant stories
Laziness is a behaviour that seems to hit some employees of restaurants and shops. In addition to disappointing customers, this attitude has a serious impact on business revenues. Laziness (1) - Hello! Would you like to start with a beer, a cocktail? - Yes. I'll take your darkest beer. - Hum ... - The last time we came, I was served a beer. I think it was bottled, dark — and very … [Read more...] about Restaurant stories
I Would Like These Shoes in Size 9
Last Saturday, I wanted to get some simple sneakers-style shoes. Nothing fluorescent or overly trendy. No sparkles. No "air" sole. Nothing to win a basketball game or tennis tournament, run a marathon, or participate in X-Games. Just weekend shoes. I visit a first shop. The salesperson had her hands full with a client — a rather indecisive and difficult one at that — who asked a lot of … [Read more...] about I Would Like These Shoes in Size 9
Just Smile!
With the know-how (competence) and the quality of the product or service, social skills (attitude) are an essential component of what I call the "Holy Trinity" of customer experience. Social skills, such as the initial greeting, eye contact and smile, create the first contact with the customer. For years, smiling has been the subject of several studies by academics working in the departments … [Read more...] about Just Smile!