Put Yourself In Their Shoes

“Put yourself in the shoes of your customer.  Try to think like them and you’ll be able to improve your service to them.” This idea recently appeared as the main story line in a B2B publication.  I’m sure that many readers of that publication find this logic to be unassailable.  Many of us have heard […]

customer perceptions

Are You Your Own Worst Enemy?

We’ve all been through it – it’s rarely a seamless process when making a change in your television or Internet provider. Recently, I bit the bullet and decided it was time to make the switch. So after multiple phone calls to compare options, making the decision, and getting my 4-hour appointment window, the time finally […]

Consumer Products

Benchmarking the After-sales Service Experience

A brand-name electronics manufacturer was interested in prioritizing improvements for one of its major product lines in their after-sales service area (both call center and repair services). The customer’s first line of contact was through the call center. If the customer service representative in the call center could not diagnose or fix the problem over […]