Following my earlier post on my experience with BT replacing my WiFi router (all gone well, the new router appears to be an improvement) I came across an interesting article from InnovationBubble on whether a frictionless service means a meaningless service and a less valuable relationship as a result.
To avoid wasting money investing in a frictionless service it’s worth understanding what it is your customers want – or more precisely, what outcome they are trying to achieve.
I’ve just had a great service experience with BT and now that more than 10 years have passed since I was responsible for their customer service strategy, I’m not blowing my own trumpet to praise them. It made me realise that when you get a great service it’s sometimes unremarkable. In this case, having a better understanding of customer outcomes could have moved it from great to outstanding.
Last week I committed on Twitter to revisit IKEA’s customer experience. There’s nothing like encouragement to get you going so as IKEA’s twitter channel quite liked the idea, here goes…
Continue reading “Tales from the sharp end #2: IKEA, memory and the peak-end rule”