Jobs-To-Be-Done: A Lens To Keep Journeys Customer-Focused

Kerry Bodine

We’re often asked how the framework of customer jobs-to-be-done fits with the methodology of customer journey mapping. In other words: Ask not what your customers are doing with you. Instead, ask what your customers are trying to do, period. Customer Journeys

Dollar Shave Club Teaches a Valuable Customer Service Lesson


The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service.

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Showing Up On Time


Maybe that’s the reason I’m so focused on creating amazing experiences for my clients and my clients’ customers—and, of course, everyone else. The first lesson is that showing up on time to work is important, as it removes concern and worry and, most importantly, creates confidence.

When Customer Service Creates Customer Validation


Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints.

Ten Reasons WHY Customers Choose to Do Business with You


This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Those companies that get customers because of low price will lose those customers when someone else has a lower price.

Do Your Customers Trust You This Much?


As I started to perform more and more for money, I could afford to be a regular customer of Al’s. Earning your customers’ trust typically takes time. Your customers know what to expect, and you deliver every time. So, how much do your customers trust you?

Always Do Your Best


And, we want to teach our clients to be amazing to their customers, clients, guests, members – and anyone else they do business with. The focus was on consistently doing your best. Often, it’s the effort of trying your best that gives others confidence about you.

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“That’s Not My Department” and 10 Other Phrases Customers Hate


You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” That said, there are still plenty of other phrases and words we, as customers, hate to hear. Customers hate to be told they’re wrong. “I

Customer Satisfaction Is the Enemy of Exceptional Customer Service


A good customer service experience is doing what you are supposed to do. Beyond satisfactory – and beyond good – is an exceptional customer service. Nate believes that good customer service is just a foundation to something better. Trust creates confidence.

Do You Trust Your Customers? Do Your Customers Trust You?


He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. The quick version of the story is this: A farmer owns a fruit and vegetable stand where his customers pay on the honor system.

WOW Is in the Details


After a number of comments from our readers, I want to discuss how, when and where you can WOW your customers. I’ve always been concerned with a company that tells me that they want to consistently WOW their customers. Last week I wrote about the Un-WOW.

Are You So Good Your Customers Would Pay You Double?


What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. We already give great customer service. The point is that great customer service makes price less relevant.

Guest Blog: How Your Customers Can Help You Build Credibility, Trust, and Confidence with Buyers


This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. Because your team holds the keys to customer relationships, you do have a unique opportunity to enable marketing and sales.

Four Customer Service Lessons from a Stevie Award Winner


Congratulations to Squaremouth , who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! They allow travelers the opportunity to compare and purchase travel insurance using their “comparison engine” that has over 40,000 customer reviews.

How Can Thinking Small Propel You to Greatness?


This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service.

Simple Words and Phrases Can Enhance the Customer’s Experience


The words you say, the way you act, and your attitude toward your job and your customer are sometimes the difference between satisfactory and amazing. implies you want to do more for your customer. It’s the difference between taking an order and serving a customer.

Three C’s of Customer Service Success


I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. Whatever the company sells must meet the expectations of the customer, every time.

Lose the Customer’s Confidence and You Lose the Customer


Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? Shattered customer confidence. Maybe the customer will give the company a second, or even a third chance.

We’re the Front Desk, Not the Shipping Department


Too many times I’ve asked a customer support rep a question and didn’t like the answer. For the customer, it’s the one they like the best. Inconsistent answers lead to customer confusion and a lack of confidence. And, without confidence, you can’t have trust.

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Does This Dress Make My Butt Look Big


We must always be honest with our customers. Even if it is something the customer doesn’t want to hear. If a shipment is going to be late, tell the customer before it’s late – because once it’s late, it’s too late. Be upfront, proactive and tell the customer the way it is.

5 Top Customer Service Articles For the Week of April 30, 2018


Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. My Comment: Data and personalization ate HOT topics in marketing and customer experience.

Your Brand is Only as Strong as Your Weakest Link


The guy just didn’t want to get them, when a customer needed them. Let’s switch industries and talk about an icon in the world of customer service. Regardless of location – instore or online – Nordstrom will always focus on making sure the customer has the best experience.

5 Top Customer Service Articles for the Week of October 23, 2017


Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Retail Customer Experience) If service was an impulse encounter, what would be its features?

Six Reasons You Shouldn’t Lie to a Customer


Customer Experience. There is a big lesson here, and it’s very simple: Don’t lie to the customer. You lose credibility and trust with the customer. And finally, the customer may leave and never come back. We had a reservation Friday night at a restaurant for 7:30.

Three Ways to Create Confidence with Your Customers


I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience.

Sometimes It’s Okay to Ask a Customer to Repeat the Story


Customer Opportunity. Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. For example, getting transferred from one customer service representative to the next and having to repeat the issue.

When Can I Expect Your Call?


Sometimes, the most common-sense customer service tips are the most important. Customers want to know that you are focused on them. Taking three days to call someone back shows a lack of focus, if not a lack of concern, for the customer – whether it’s true or not.

Amazing Business Radio: Megan Singh


Megan Singh on How to Create the Best Place to Work and the Best Place for Customers to Buy. What are some ways that you can show your customers, and your employees, that you are truly customer focused? Downsell’ the customer.

5 Top Customer Service Articles for the Week of June 3, 2019


Each week I read a number of customer service and customer experience articles from various resources. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips.

5 Top Customer Service Articles for the Week of October 15, 2018


Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer.

5 Top Customer Service Articles for the Week of June 24, 2019


Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. My Comment: Here is a great testimonial to the combination of a great customer experience and product.

5 Top Customer Service Articles For the Week of November 14, 2016


Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen.

5 Top Customer Service Articles for the Week of May 27, 2019


Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. Yet customers also want to enjoy a digital experience with little or no friction.

5 Top Customer Service Articles For the Week of May 7, 2018


Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Why are customers embracing texting? My Comment: What do customers want?

5 Reasons Why Customer Success Is Imperative For Your Company Culture


As any Customer Success Manager (CSM) can attest to, customer success is not merely the work of a single person or even a single department. Here are 5 reasons why focusing on customer success is imperative for any organization’s company culture: 1.

What Does Perfect Service Recovery Look Like?


There are many great customer service stories that can serve as a template for how to handle a problem. For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. The customer tells other people.

What you can learn about customer service from Shep Hyken


Shep Hyken is without doubt one of the most influential customer service experts in the world. His high-energy presentations are famous for their clever blend of customer service advice, humour and even magic. customer service he received from a taxi driver. Shep Hyken.

What is Bank Reputation Risk Management?


Negative reputation, meanwhile, can drive away potential clients and increase customer churn. Customers won’t feel comfortable doing business with you if they feel like you’re not looking out for their best interests. But focus on ethics, too. Become more customer-focused.

Mapping the Local Online Review Strategy That Every B2B Needs

New customers can’t tell you and your competition apart. You’re an expert, your customers are not. Customers can’t evaluate your B2B company They’re not experts. Believe it or not, customers want the same basic things from you (most of the time).

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Work on customer loyalty to build business

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Our competitors are always within inches of grabbing our customers and clients with a better presentation, a better product, or a better service. So how do we build and maintain customer loyalty? Even negative feedback can help to bring about customer loyalty.