Comments on: How to Create the Ultimate Customer Experience

By: ducttape

ducttape — Tue, 02 Aug 2011 15:08:00 +0000

In reply to Jim Watson. Yes share with your vendors Jim, but don't tell everyone how simple it is or they won't need to hire me anymore :)

By: Jim Watson

Jim Watson — Tue, 02 Aug 2011 02:34:00 +0000

Hmmm… let me see if I understand….

1. Find every Touch Point.
2. Make each one Better.

Thanks for simplifying it, John. Do you mind if I forward this post to all of my vendors??!

Best regards,
Jim Watson
http://bit.ly/efrxOg

By: custom signs

custom signs — Fri, 29 Jul 2011 15:41:00 +0000

Many companies are ditching customer service and taking customers for granted. I think everyone should be re-educated on the benefits of a good customer experience. Your first impression is crucial, no matter what department you reach out from. It may not run customers off immediately, but it certainly won’t establish a relationship.

By: ducttape

ducttape — Thu, 28 Jul 2011 18:30:00 +0000

In reply to Extreme John. You bet - hope you come back and tell me how it worked after you used it.

By: ducttape

ducttape — Thu, 28 Jul 2011 18:29:00 +0000

In reply to Steve Bayles.

Steve – you make it a map – just trying to give you a guide – strikes can be very subtle things as well.

By: ducttape

ducttape — Thu, 28 Jul 2011 18:27:00 +0000

In reply to Home Remedies MD. Mind describing your sales process here?

By: Rondi

Rondi — Thu, 28 Jul 2011 11:59:00 +0000

The customer's experience is reflected in the impact the company has on the customer throughout the whole process of interaction, even after the service is provided (and especially then). The map is really indicative on the matter. Sam

By: Extreme John

Extreme John — Thu, 28 Jul 2011 10:34:00 +0000

Many people would always think that it is the customer service department that is responsible for the customers. But the truth is that, every department also has the responsibility for customers. I love this customer touchpoint map idea. Thanks for sharing that one out.

By: Steve Bayles

Steve Bayles — Thu, 28 Jul 2011 06:41:00 +0000

Thanks for this good reminder John.
In the service biz we say that you start saving a customer from quitting with the first impression you make. You pretty much get 3 strikes (IF YOUR LUCKY) and YOUR OUT! And a strike can be from any dept. or interaction, that my customer has with my company. They count the strikes, like it or not.
Think about what you will do for a customer that is talking about quitting your service, and then do those things for your next new customer BEFORE it they have any issues.
Thx, Steve
p.s. I have to tell you John, it’s not much of a “Map”. I’m just keepin’ it real!

By: Shilpi Roy - Virtual Assistant

Shilpi Roy - Virtual Assistant — Thu, 28 Jul 2011 04:22:00 +0000

We do customer service to eBay and Amazon stores and we take lot of care to be more customer centric so that they come back for more…