Being data-driven is great. Customer Service Theatre is not.

Are your customer data collection instruments actually improving customer experience, or are you simply providing a mechanism for collecting information for punitive action against those being measured?

Logorrhea

Is it just me, or has every interaction with every customer service entity devolved into a funnel for customer service surveys?

In fact, on at least two customer service calls I’ve made in the last two weeks, I’ve been proffered a survey, before I even get to contact a rep.

Something’s wrong here.

In fact, I suggest that the overuse of customer service surveys is akin to the misuse of antibiotics in fighting infections – after awhile, a certain immunity builds up, and before you know, surveys are totally ineffective.

Don’t believe me?

Go to a dealership, and buy a car. Before you leave the lot, you are asked to rank the interaction for J.D Power and Associates. Anything less than a perfect ranking is a black eye for the dealership. So, you are instructed that by your salesperson, and asked to vote them a 10. Teaching to the test, as…

View original post 300 more words

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s