Guidance on Getting the Customer Experience Right for a Change
It is a fair observation of “industry experts” in every vertical and geographic market that our opinions are hypercritical. The tendency is to look for, find and then highlight faults. There is far less time and space allotted to companies doing a good job. This is particularly the case in regards to the highly criticized performance of customer service technologies and the employees who make use of them. After all, we are more than aware of the applicability to our profession of the old media industry axiom, “dog bit man is not news, but man bites dog is.” Criticism sells. Praise, not so much.
That said, in a break with tradition, I will relate a personal story which focuses on what recently went right for me and my wife, and lessons that can be learned from it.
Briefly. We live in Northern New Jersey. Thus, Newark Liberty is our airport of choice. By default, we mostly fly United because of their stranglehold on Newark. However, we take JetBlue when feasible for what frequent travelers know are obvious reasons. A family member lives in Ft. Lauderdale, FL, a JetBlue direct destination from Newark. We attempt to go there for “dinner and a hug” once a quarter. This means departing early Friday morning and returning Sunday around noon. Very high priorities are the days and times, or plans for a given weekend are abandoned.
Recently, we got an email alert from JetBlue late on a Thursday night before a planned next day trip that our AM flight was canceled. Part of the notification included confirmation of new seats on a Friday evening flight from the less than convenient JFK airport in Queens, NY, that would get us into Florida around midnight. It also noted that our upgraded seats remained valid on this new flight. In our view this was unacceptable. Not only was there an issue with the timing and departure location of the plane, but our return flight would be to Newark. This meant dealing with our car. It now had to be driven to JFK for our departure but our arrival was still Newark. The big issue was that the expense of car services between airports and our home was close to exceeding the cost of the airline tickets.
What to do?
We called JetBlue. Call holding time was under five minutes. Despite this being a very busy part of the travel season with most carriers flying at capacity, a very nice woman whose name we unfortunately did not capture, was able to:
- Get us on an early morning flight out of JFK in our upgraded seats.
- Get us a Sunday return flight to JFK with upgraded seats at roughly the same time as our booked return flight to Newark.
- Waive the ticket change fee.
Best of all this took less than 15 minutes from the start of the call to being emailed confirmations and we never had to go through a series of qualifying questions. The agent had all of our information in front of her, and the discretion to make changes and waive fees without having to call a supervisor. In other words, JetBlue had seen this before and knew how to train their customer care people to act in a manner that quickly solved the problem.
As an aside, I also appreciated the fact that when the agent came on the line, she eliminated the obligatory “I am sorry about your situation” chit chat. We got right to her using the knowledge of our challenge that was presented in front of her to start offering us options to see if our problem could have a happy ending.
JetBlue was not the only company to perform amazingly that night. The Parking Spot, where we are frequent parkers because of the quality of their services, also deserves a tip of the hat. When I called to cancel my Newark reservation and see if it could be changed to JFK, they routed me to JFK where a customer care attendant told me that the lot was full but as a member of their frequent parker club she would leave a note for her general manager to make room for us. And, despite arriving at 5:00 AM, sure enough, the GM met us at the gate can found us a place.
For years I have preached the following equation:
People+Products and Services+Processes = Performance
This goes for all aspects of business efficiency and effectiveness transformations. I believe there is an exponential multiplier impact when it applies to enhancing the customer experience — real-time, all the time and every time. My experience also highlights the facts that each part of the equation is important.
The JetBlue and Parking Spot customer care professionals had the right tools and thus the best information, a.k.a. context, in front of them. They are clearly well trained. And, most importantly in my mind in terms of making the experience pleasant, they were empowered to take action without transferring us around.
This last point about the value of having the right people with the right tools at the right time deserves a bit more emphasis. When it comes to contact center interactions time really is of the essence for all parties involved. Companies want to keep their satisfaction scores going up as they use various tools to reduce the mean time to resolution. What we want is our problem solved rapidly, with a minimum of hassle, and hopefully with an outcome that meets or exceeds our expectations. What we do not want is insincere empathy.
A final lesson here is that loyalty matters. This is not to say that either of the two companies that solved my problem would have treated me differently if we had not been long-time loyal customers. Going all the way back to when JetBlue started, and I had the chance to see their call center in action, the customer experience has been a vital part of its DNA. This is also why The Parking Spot has emerged as a dominant force in off-site parking at major airports around the U.S.
What C-levels, who for the last several years have given what in many cases is mere lip service to actually providing great customer care, should learn from this is simple. Investing in the performance equation without skimping on any of the components pays big dividends. In fact, you don’t have to believe based on my anecdote. The proof is in the KPIs and financial success.
Start YourCustomized Search
SOLUTION AREA
SOLUTION PROVIDERS
- 8x8 (40) Apply 8x8 filter
- Alcatel-Lucent Enterprise (50) Apply Alcatel-Lucent Enterprise filter
- AT&T (44) Apply AT&T filter
- AudioCodes (49) Apply AudioCodes filter
- Avaya (397) Apply Avaya filter
- Cisco (574) Apply Cisco filter
- Dell (11) Apply Dell filter
- Five9 (54) Apply Five9 filter
- Fuze (39) Apply Fuze filter
- Genesys (100) Apply Genesys filter
- HP (98) Apply HP filter
- IBM (171) Apply IBM filter
- Jabra (9) Apply Jabra filter
- Logitech (56) Apply Logitech filter
- Lumen (4) Apply Lumen filter
- Masergy (50) Apply Masergy filter
- Microsoft (766) Apply Microsoft filter
- Mitel (233) Apply Mitel filter
- NEC (128) Apply NEC filter
- Nectar (58) Apply Nectar filter
- Polycom (95) Apply Polycom filter
- Ramp (37) Apply Ramp filter
- RingCentral (126) Apply RingCentral filter
- Sennheiser (18) Apply Sennheiser filter
- Slack (13) Apply Slack filter
- Tata Communications (59) Apply Tata Communications filter
- Unify (186) Apply Unify filter
- Vonage Business (80) Apply Vonage Business filter
- Yealink (8) Apply Yealink filter
- Zoom (21) Apply Zoom filter
- Acme Packet (24) Apply Acme Packet filter
- Allworx (2) Apply Allworx filter
- Arkadin (22) Apply Arkadin filter
- Aspect (34) Apply Aspect filter
- BT (25) Apply BT filter
- CaféX (8) Apply CaféX filter
- CallTower (14) Apply CallTower filter
- Clarity Connect (10) Apply Clarity Connect filter
- Continuant (1) Apply Continuant filter
- Damaka (4) Apply Damaka filter
- Dialogic (5) Apply Dialogic filter
- Dimension Data (44) Apply Dimension Data filter
- Empirix (11) Apply Empirix filter
- Enghouse Interactive (17) Apply Enghouse Interactive filter
- Inference Solutions (9) Apply Inference Solutions filter
- IntelePeer (27) Apply IntelePeer filter
- IR (11) Apply IR filter
- Jive (21) Apply Jive filter
- Kurmi Software (21) Apply Kurmi Software filter
- Lifesize (33) Apply Lifesize filter
- Lightware (3) Apply Lightware filter
- Mavenir (6) Apply Mavenir filter
- Modality Systems (8) Apply Modality Systems filter
- Momentum (36) Apply Momentum filter
- Netfortris (5) Apply Netfortris filter
- NetSapiens (6) Apply NetSapiens filter
- NewVoiceMedia (31) Apply NewVoiceMedia filter
- Nureva (26) Apply Nureva filter
- NUWAVE (5) Apply NUWAVE filter
- Orange (32) Apply Orange filter
- OVCC (8) Apply OVCC filter
- Panasonic (18) Apply Panasonic filter
- PanTerra Networks (9) Apply PanTerra Networks filter
- ScanSource (21) Apply ScanSource filter
- SIPPIO (3) Apply SIPPIO filter
- Snom (20) Apply Snom filter
- Star2Star (8) Apply Star2Star filter
- StarLeaf (12) Apply StarLeaf filter
- Tadiran Telecom (2) Apply Tadiran Telecom filter
- TekVizion (9) Apply TekVizion filter
- Unimax (7) Apply Unimax filter
- Verint (41) Apply Verint filter
- Voice4Net (2) Apply Voice4Net filter
- VOSS (85) Apply VOSS filter
- Voxbone (14) Apply Voxbone filter
- West (28) Apply West filter
- XO Communications (3) Apply XO Communications filter
- Yorktel (17) Apply Yorktel filter
- Zultys (2) Apply Zultys filter
- 3CX (8) Apply 3CX filter
- ADDASOUND (1) Apply ADDASOUND filter
- Aerohive (1) Apply Aerohive filter
- Aryaka (1) Apply Aryaka filter
- Asurion (22) Apply Asurion filter
- Avnet (7) Apply Avnet filter
- Bandwidth (5) Apply Bandwidth filter
- Calabrio (5) Apply Calabrio filter
- Consilium Software (13) Apply Consilium Software filter
- Drum (5) Apply Drum filter
- ESI (6) Apply ESI filter
- Esna (16) Apply Esna filter
- Exinda (2) Apply Exinda filter
- EZuce (3) Apply EZuce filter
- GUnify (6) Apply GUnify filter
- Highfive (4) Apply Highfive filter
- Huawei (47) Apply Huawei filter
- Imagicle (3) Apply Imagicle filter
- IPCortex (1) Apply IPCortex filter
- KnoahSoft (1) Apply KnoahSoft filter
- KOVA (1) Apply KOVA filter
- Logmein (9) Apply Logmein filter
- Metropolis Technologies (4) Apply Metropolis Technologies filter
- Mutare (2) Apply Mutare filter
- NextPlane (27) Apply NextPlane filter
- Ooma (16) Apply Ooma filter
- Patton (11) Apply Patton filter
- Radish Systems (1) Apply Radish Systems filter
- Radisys (3) Apply Radisys filter
- Shango (1) Apply Shango filter
- SMART (163) Apply SMART filter
- Stack8 (1) Apply Stack8 filter
- Swyx (1) Apply Swyx filter
- TrueConf (4) Apply TrueConf filter
- UJET (13) Apply UJET filter
- Voximplant (3) Apply Voximplant filter
CONTENT TYPE
- BC Expert Insights Market (43) Apply BC Expert Insights Market filter
- BC Expert Insights Objective - Vendor Neutral (42) Apply BC Expert Insights Objective - Vendor Neutral filter
- BC Expert Insights Planning (15) Apply BC Expert Insights Planning filter
- BC Expert Insights Solution (12) Apply BC Expert Insights Solution filter
- BC Expert Insights Vendor (80) Apply BC Expert Insights Vendor filter
- BC Expert Insights Vendor Solution (145) Apply BC Expert Insights Vendor Solution filter
- BC Expert Roundtable (133) Apply BC Expert Roundtable filter
- Bcs Webinar (0)
- Bcs Webinar Registration (0)
- Best Practice (38) Apply Best Practice filter
- Buyer Guide (14) Apply Buyer Guide filter
- Case Study (29) Apply Case Study filter
- Executive Interview (145) Apply Executive Interview filter
- Expert Roundtable (450) Apply Expert Roundtable filter
- Guest Contributions (35) Apply Guest Contributions filter
- Multimedia (38) Apply Multimedia filter
- News Analysis (2081) Apply News Analysis filter
- Newsfeed Article (1303) Apply Newsfeed Article filter
- Newsfeed Article (1) Apply Newsfeed Article filter
- Thought Leadership (21) Apply Thought Leadership filter
- Vendor Collateral (211) Apply Vendor Collateral filter
- Vendor Resource Best Practices (24) Apply Vendor Resource Best Practices filter
- Vendor Resource Buyers Guides (2) Apply Vendor Resource Buyers Guides filter
- Vendor Resource Multimedia Content (4) Apply Vendor Resource Multimedia Content filter
- Vendor Resource White Paper (4) Apply Vendor Resource White Paper filter
- Webinar (13) Apply Webinar filter
- Webinars (7) Apply Webinars filter
- White Paper (64) Apply White Paper filter
MORE FILTERS
INDUSTRY
- Banking And Investment (800) Apply Banking And Investment filter
- Education (446) Apply Education filter
- Energy And Utilities (487) Apply Energy And Utilities filter
- Finance (12) Apply Finance filter
- Government (675) Apply Government filter
- Healthcare (482) Apply Healthcare filter
- Hospitality (180) Apply Hospitality filter
- Insurance (100) Apply Insurance filter
- Manufacturing (704) Apply Manufacturing filter
- Media/Publishing (422) Apply Media/Publishing filter
- None (43) Apply None filter
- Professional Services (745) Apply Professional Services filter
- Retail & Distribution (798) Apply Retail & Distribution filter
- Technology (1611) Apply Technology filter
- Transportation (110) Apply Transportation filter
Comments
There are currently no comments on this article.
You must be a registered user to make comments