Author Archive
Posted on February 3rd, 2012 at 1:04 pm by Angela Gordon
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Theme: High Performance Business, Latest Post, Marketing, Open leadership | Tags: customer expectations, customer experience, customer loyalty, customer needs, Customer Service, Differentiated Service Strategy; customer service; workforce; digital interaction, Social Media
The thing about passion is that it is catchy…the energy it gives rubs off onto others. A colleague of mine had a recent ‘service experience’ and wanted to share it with me and I would like to share it with all of you. I would like to introduce you to Lucinde Klop (@Lucinde_K ) – another passionate customer service consultant from Accenture – and this is her service experience.
Selecting a new health insurance plan has been on my ‘to do list’ for a couple of weeks. I was not looking forward to this task, as I was expecting my only choice was between marginal differences in monthly payments and reimbursements. However, when I finally got to it, I was highly surprised! Not only could I choose from monthly payment options, but I could also choose between various levels of service defined per insurance package.
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Posted on January 13th, 2012 at 1:04 pm by Angela Gordon
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Theme: Business Transformation, Latest Post, Marketing | Tags: Customer Analytics, customer expectations, customer experience, customer loyalty, customer needs, Customer Service, Digital channels, Digital interaction, Social Media
A new year brings new hope, new chances, and new energy - or as the Dutch say – ‘nieuwe ronde nieuwe kansen’! At the start of 2011 I selected five key service themes for the focus of 2011; these unfortunately did not all play out over the course of the year. But one must not get disappointed in the lack of progress. One must smarten the goal and move forward…
For 2012 I have selected three service themes which are going to monopolize the conversations both on the blog and on location with our clients. In order of personal importance;
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Posted on January 5th, 2012 at 1:40 pm by Angela Gordon
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Theme: Driving Growth, Latest Post, Marketing | Tags: Air France, Customer Care, Customer Service, High Performance Marketing Conference, HPMC12, KLM, Marketing
Sometimes life is all about patience and perseverance. Around the Accenture halls I jokingly get called the ‘cheerleader’ due to my North American enthusiasm for ‘customer service’; all that it is and all that it has the potential to become in Holland.
Through my years here in Holland I have met a few individuals on occasion as enthusiastic as myself; however, they all shared one similarity. They didn’t believe there was a way to turn their dream into reality. I was beginning to wonder if anyone here had read the book ’Dromen, durven, doen’….?
Then one fall day in November 2010 I met a man, a man with a dream, and for the first time in many years I could see by the determination in his eyes that this man was determined to turn his dream into reality. This was the day I met Roy Scheerder (Vice President Marketing KLM Netherlands), a man with a dream and a desire to pursue it. Read more…
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Posted on December 30th, 2011 at 12:29 pm by Angela Gordon
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Theme: Business Transformation, High Performance Business, Latest Post, Marketing | Tags: corporate citizenship, customer experience, customer loyalty, Customer Service
As the end of 2011 approachs it time to take a moment to look back at all it has brought and all it has become. What a disappointment. Now I am not trying to be the grinch that stole away the happy holiday feeling but lets’ face it folks, no one really surprised us this year?!
I opened the 2011 year with a positive post about customer service and a challenge question as to whether this would be the year that companies would make the difference or if they would continue to kick-back and let customers scream at the door. As a law abiding Netherlands consumer let me just say I have lost my voice a few times this year. But has all been lost? Can our little Dutch customer service economy be saved? I still really believe so and am awaiting to meet the individuals with the ‘doorzettingsvermogen’ to change the game. Oh where oh where can they be….?
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Posted on June 16th, 2011 at 12:13 pm by Angela Gordon
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Theme: Driving Growth, Latest Post, Marketing | Tags: Accenture, customer experience, customer loyalty, customer needs, customer satisfaction, Customer Service, research, Social Media
The Accenture CRM Team recently completed a global survey of consumers to ask about their views and opinions in the area of customer service. In the Netherlands there were 1004 participants in the survey and the results were at times quite surprising! To keep it simple I have selected five key findings that I wish to share with you;
1. Customer service expectations are rising!
Globally, 40% of consumers stated their customer service expectations had risen as compared to one year ago. This figure dropped to 19% for the Dutch sub-set of consumers. Why so much less in the Netherlands…?
2. Dutch consumers are the least satisfied with the most important service characteristics!
From eleven pre-specified service characteristics, Dutch consumers gave the following three (in order of priority) the highest score in importance: ‘having employees who are knowledgeable and informed’, ‘having customer service employees who know my history so I do not have to repeat myself’, and 3rd place was ‘the amount of time I have to wait to be served’. After scoring the characteristics to determine which were the most important consumers then were then asked to rate how satisfied they are with the current delivery of these characteristics from Dutch service providers. On a scale of 1-5 (5 being highly satisfied) the scores are shockingly low;
- having employees who are knowledgeable and informed scored 2.74
- having customer service employees who know my history so I do not have to repeat myself scored 2.42
- the amount of time I have to wait to be served scored 2.44
So the service characteristics that are the most important to Dutch consumers are also those characteristics that consumers are least satisfied with. Odd, don’t you think? Are Dutch consumers not communicating to service providers what is important to them…? Or are service providers just not listening…? Read more…
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Posted on March 28th, 2011 at 4:15 pm by Angela Gordon
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Theme: Latest Post, Marketing | Tags: banking, customer experience, customer satisfaction, Customer Service, Social Media, telecommunications
In November 2010, the Accenture’s CRM Service Line has conducted a Customer Experience Survey in the Netherlands marketplace. The goal of this survey was to gain insight as to how customers are experiencing key industries and to identify new developments & trends in the market. A grand total of 4000 end customers (minimum of 1000 per industry) were interviewed via an online questionnaire across the four key industries of: Banking, Telecommunications, Insurance, and Utilities. In this weeks’ blog I would like to discuss and highlight the key findings from the industries of Banking and Telecommunications. Read more…
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Posted on March 1st, 2011 at 11:48 am by Angela Gordon
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Theme: High Performance IT, Latest Post, Marketing | Tags: customer loyalty, Customer Service, Mobile Channel, Mobile Payments
How many of you actually know someone who doesn’t have a mobile phone? I know one person, and he is back in Canada and he ‘refuses to join society in this over exaggerate wave of convenience’ (his words). He is so off the grid. While I truly admire his passion for keeping it ‘old school’, I really can’t imagine a day without one of my mobile phones? It is 2011, and I use my mobile phone as a mini computer more than a phone. Occasionally I may actually ‘call’ someone with it; but the majority of its’ usage is for checking my mails, checking my bank balance, and checking out what is going on in the world via various news and/or social media sites. Read more…
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The thing about passion is that it is catchy…the energy it gives rubs off onto others. A colleague of mine had a recent ‘service experience’ and wanted to share it with me and I would like to share it with all of you. I would like to introduce you to Lucinde Klop (@Lucinde_K ) – another passionate customer service consultant from Accenture – and this is her service experience.
On the 26th of May Accenture sponsored, in conjunction with TeleTrain, the first annual Customer Service Seminar. The theme this year was to investigate and discuss the impact of new social media platforms on organizations and their interactions with the customers.
Are you experiencing stagnant customer satisfaction numbers…? Is your NPS score teetering along with no significant improvement? Are you and your management team struggling to find new ways to achieve improvement?
