by Rob Addy | November 28, 2012 | Submit a Comment
Ask someone a question and they will probably give you an answer. And therein lies the problem. Will it be an open, honest and frank response? Maybe. But then again, they may be telling you what they think you want to hear. Worse than that, they may over think the thing and be telling you [...]
Category: Customer Experience Support Processes Tags: Customer Constituencies, Customer Experience, Customer Perceptions, Support Technologies
by Rob Addy | October 23, 2012 | Submit a Comment
No. This isn’t an anti-Twitter or anti-Tweeting post. Twitter does very definitely have it’s place within today’s product support context. This is a post about support providers that think it’s a good idea to broadcast a never ending stream of overly generic and/or overly specific support related messages to the waiting world with apparently little [...]
Category: Support Processes Tags:
by Rob Addy | October 2, 2012 | 2 Comments
Efficiently matching customer needs and preferences to the optimal support representative (or representatives) is the secret of support success. Nothing more, nothing less. It’s not necessarily about getting the most technically competent support agent to answer the phone. Nor is it necessarily about getting someone who knows everything there is to know about a particular [...]
Category: Customer Experience Support Operations Support Processes Tags: Customer Experience, Processes and Methodologies, Response Plans, Support Quality
by Rob Addy | September 24, 2012 | 2 Comments
To paraphrase (ok, misquote completely) Ronald Coarse, “If you aggressively interrogate the data for long enough, it will confess everything and anything”. And yet, the inherent dangers of overly rigorous analysis are often completely ignored. Certainly, the phenomena of analysis paralysis is debated frequently. But the potential dangers associated with premature conclusion are rarely considered. [...]
Category: Support Processes Technologies Underpinning Support Tags: Analytics, Pre-emptive, Predictive
by Rob Addy | August 24, 2012 | 2 Comments
You will never be quick enough. Sorry. In the past you had a chance. Business dependency upon IT was limited. IT used to feed the operational machine. But then IT became the lifeblood of the business. And now IT is the air that the business breathes. The average human can survive for 3 weeks without [...]
Category: Support Processes Support Strategy Tags:
by Rob Addy | August 19, 2012 | 2 Comments
Practically everyone agrees in principle that prevention is a good idea. Some people even agree that prevention is a realistic and attainable objective. Fewer people agree on the best way to realize that objective. But despite this mass agreement, hardly anyone is truly running their IT functions on the basis of tried and tested prevention [...]
Category: Support Processes Support Strategy Tags: Prevention, Prevention-based systems, Preventive services, Processes and Methodologies
by Rob Addy | July 20, 2012 | 2 Comments
Local language voice support is expensive. Different providers offer different degrees of coverage. Some claim to provide support in 120+ languages for instance. But is this really real? What is the coverage split by product mix and technical expertise / experience level? How does this vary by time of day and time zone? Quoting a [...]
Category: Support Operations Support Processes Technologies Underpinning Support Tags:
by Rob Addy | June 19, 2012 | Submit a Comment
Seemingly random activity looks desperate and erodes customer trust and faith. The importance of faith should not be underestimated. George Michael sang that he gotta have it. He was right. Faith in the capabilities of ones provider is an essential part of the support value proposition. Customers must believe that their support provider is competent [...]
Category: Customer Experience Support Operations Support Processes Tags: Customer Experience, Customer Perceptions, Customer Service, Processes and Methodologies, Response Plans
by Rob Addy | June 15, 2012 | Submit a Comment
Over 14 years ago, All Saints inadvertently outlined the perfect support non-renewal analysis strategy in their UK number 1 hit “Never Ever”. Whilst most support providers rock back and forth muttering under their breathe as they continuously wring their hands about their renewal rates; far fewer actually do something systemically to try and understand why [...]
Category: Customer Experience Support Processes Tags: Customer Experience, Customer Perceptions, Loyalty vs. Apathy, Non-renewal Management, Processes and Methodologies
by Rob Addy | June 4, 2012 | 2 Comments
“Automation” is a catch all term used by service providers to explain away projected productivity and margin improvements on investor calls. But what technologies fall under this banner and how will they help shape provider service offerings in the future? Providers are constantly claiming that “automation” will be at the heart of their next generation [...]
Category: Customer Experience Support Processes Technologies Underpinning Support Tags:
