Greetings from the Customer Experience Summit here in the Windy City — Chicago. The conference, just a stone’s throw away from Soldier Field and Lake Michigan, is focusing in on not just delivering service, but a superior customer experience to an ever demanding customer base.
Check out our Web site for daily news postings from the event over the next couple of days. In a session this afternoon, “Going From Good to Great Service While Saving Money: Using the Voice Of The Customer to Drive Brand Aligned Service,” John Goodman, vice chairman of TARP Worldwide (not to be mistaken for the government bailout), pointed out ten myths of customer service that must keep in mind in order to evolve.
- Always exceed customer expectations.
- If you answer the phone the quickest, that alone is the key to success.
- People always prefer talking to people.
- The customer is always right.
- If complaints are down, customer service is better.
- Employees are the cause of the most dissatisfaction.
- Price and cost cutting are the keys to success.
- If your company is at 90 percent satisfaction, you should declare a victory.
- If you measure Net Promoter Score, you are done insofar as analyzing your customer loyalty.
- If you have a 100 percent satisfaction guarantee, everyone is happy.
“The law of diminishing returns does not really apply when it comes to customer experience,” Goodman pointed out.
For customer service managers and supervisors out there, do you believe that these ten points are truly myths? Are you still operating under these maxims? Are there any myths here that you’d either like to debunk or add to?