Radical customer service is based on two simple ideas:
That companies that want to excel with their customer service so that it actually improves the bottom line have to take the perspective that the path to that involves NOT going in the same direction competitors are going.
That generally, common wisdom about anything, and about customer behavior, and what wins customers is wrong, or at least partly wrong. Often common wisdom becomes common becauseit makes sense intuitively and has some kernals of truth, but in fact, is wrong in enough respects to render it useless.
In short, radical customer service means being contrarian. Not doing what everyone is doing.
Start Here: The Eleven Pillars Of Radical Customer Service
Introduction To Radical Customer Service (The Horrid State Of Customer Service in 2014)
The Radical View Of Customer Service Research, Or Why It’s Going To Cause You To Make Bad Invesments And Customer Service Investments
In this three part series, we look at why the information (popularized research) on which companies base customer service decisions is often unscientific, misleading, where even the best research results get skewed and slanted as a result of how they are communicated.
- Overview Of The Customer Service Research Industry
- How We Know Things Using The Scientific Method And How Most Customer Service Research Falls Short, and Is Unreliable And Misleading
- How The Dissemination Methods For Customer Service Research End Up Distorting The Findings By The Time You See Them
Do You Really Understand Customer Behavior? Not If You Follow The “Common Wisdom”
- The Dumbing Down Of Our Understanding Of Customers
- We Think We Know A Lot More About Customer BEHAVIOR Than We Think
- Factors That Confuse Us In The Pursuit Of Understanding What Customers Want, and How They React When They Don’t Get It
- Factors That We Often Miss When Making Generalizations About “What Customers Want”
- Important Conclusions About “What You Think You Know” About What Customers Want
Customers Do NOT Pay For Better Service, Despite The Research. Why?
- The Myth: Customers Will Pay More For Better Customer Service
- Customer Behavior Examples: Customers Aren’t Paying Extra For Service
- Real Estate: Another Example Where Customers Refuse To Pay Extra For Service
- So When DO Customers Pay For Improved Service (The Exceptions)
- Why Is All The Research Wrong? It’s The Say-Do Gap, And Over Generalization
Revisting Social Media As A Customer Service Channel (Or Set Of Channels)
Social media isn’t a fad. It’s not going away, but neither does it “work” the way most experts want it to work. Tools are funny. Even if they are designed with some specific way of using it, once it gets into the hands of users, it’s the users who decide how to use it.
Fundamental to radical customer service is that we look, not at how things ought to be, but how people actually behave. So let’s look at social media, how it’s used, and why it’s an absolutely terrible way to provide service to customers.
- Why Social Media As A Customer Service Tool Doesn’t Work
- Why And How The Social Media And Customer Service Experts Have It Wrong
- Most Social Media Posts Are Unseen, And Unread: What That Means For Customer Service
- Who Stole The Social From Social Media And Implications For Social Media As A Customer Service Channel
- Customers Don’t Use Social Media The Way Social Media Experts “Say They Should
