In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer satisfaction metrics, particularly focusing on the Net Promoter Score (NPS). They explore the origins of NPS, its initial impact on customer sentiment, and the criticisms it has faced over the years. The discussion highlights the importance of understanding customer feedback and the ethical implications of incentivizing customer responses. Ultimately, they question the relevance of NPS in today's business environment and suggest a more nuanced approach to measuring customer satisfaction.   Takeaways

• It's a people business.
• NPS became kind of a synonym for customer satisfaction.
• NPS has now been bastardized.
• We have data now that NPS does not correlate to recommendations.
• If I did what you wanted, please give me a good score.
• We've put that person into a place where they are just trying to meet the expectation.
• If it's going to be about the damn metric, fix the system.
• NPS is past its time.
• We need to wow our customers.
• We need to keep customer sentiment really, really matters.

Chapters

00:00 The Ever-Changing Landscape of Business 02:27 The Evolution and Impact of NPS 11:27 Critique of NPS: Is It Still Relevant? 18:18 The Ethics of Customer Feedback and Incentives

 

Resources:

https://itamargilad.com/net-promoter-score-part1/

https://www.netpromotersystem.com/insights/refocusing-nps-for-earned-growth-podcast/ 

Summary

In this engaging conversation, Amas Tenumah and Bob Furniss discuss the challenges and implications of automation in customer service, particularly focusing on HP's controversial decision to implement a 15-minute wait time for customers to encourage self-service. They explore customer preferences, the impact of wait times on experience, and the importance of effective customer service strategies in business. The discussion highlights the balance between cost efficiency and customer satisfaction, culminating in a call for companies to value customer feedback and service quality.

Takeaways

Automation in customer service often leads to frustration. HP's 15-minute wait policy aimed to push digital self-service. Customer preferences should be prioritized in service design. Long wait times can significantly impact customer experience. Companies must listen to customer feedback to improve services. Self-service options should be user-friendly and accessible. The cost of human interaction in customer service is high. Effective communication is key to customer satisfaction. Businesses should focus on long-term customer relationships. Customer service should be valued as a critical business function.

Chapters

00:00 Introduction and Light Banter 00:57 The Automation Dilemma in Customer Service 02:55 HP's Controversial 15-Minute Wait Policy 06:07 Customer Preferences and Self-Service Solutions 09:02 The Impact of Wait Times on Customer Experience 12:02 HP's Policy Rescinded and Customer Feedback 15:06 The Importance of Customer Service in Business 17:58 Conclusion and Call to Action

Summary

In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer service, particularly the role of AI and human agents. They reflect on the impact of AI technologies on contact centers, emphasizing that while AI can enhance efficiency, the human element remains crucial. They reference Klana's recent shift back to valuing human interaction, highlighting consumer preferences for speaking with live agents. The discussion underscores the importance of using AI to support rather than replace human agents, ultimately advocating for a balanced approach to customer service that prioritizes both technology and human connection.

Takeaways

AI is capable of handling a significant volume of customer interactions. The belief that AI will completely replace human agents is exaggerated. Human agents are becoming more valuable in the age of AI. AI should be used to enhance the capabilities of human agents. Consumer preference still leans heavily towards human interaction for customer service. Companies that ignore the human element risk losing customer satisfaction. The integration of AI in customer service should focus on efficiency and support for agents. Automation can lead to increased customer interactions, not a decrease. The return of human agents in companies like Klana highlights the importance of personal touch. Understanding customer needs is essential for effective service delivery. 

 

Summary

In this conversation, Amas Tenumah and Bob Furniss explore the critical themes of leadership, empathy, and the evolving dynamics in contact centers, especially in the context of AI integration. They discuss the importance of creating a safe and trusting environment for employees, the need for compassion in leadership, and the distinction between finding meaning from work versus meaning at work. The conversation emphasizes that as technology advances, the human element in leadership becomes even more vital.

Takeaways

Empathy can be learned but is often defined differently by individuals. Leaders must create a safe space for employees to express themselves. Hope, trust, compassion, and stability are essential for effective leadership. The relationship between agents and managers is changing with AI integration. Employees need to feel safe to express unpopular opinions without fear of repercussions. The shift towards a people-based business model is crucial in contact centers. Meaning at work is derived from relationships, not just salary. Compassion in leadership helps employees feel valued and supported. AI should enhance human interactions, not replace them. Leaders should regularly assess if they are providing hope and trust to their teams.

 

Summary

In this conversation, Amas Tenumah and Bob Furniss discuss the ongoing shift back to office work post-COVID, the challenges of hybrid work models, and the importance of thoughtful leadership in contact centers. They explore the reasons behind companies' push for employees to return to the office, the impact of remote work on productivity, and the need for effective communication and community building in the workplace.

 

 

Takeaways

There is a significant push for employees to return to the office post-COVID. Many companies are struggling with the logistics of bringing employees back. The culture argument for returning to the office is often unfounded. Remote work has shown to be as productive, if not more so, than in-person work. Contact centers have been slower to adopt remote work models compared to other industries. Leaders need to be intentional about fostering community in the workplace. Hybrid work models are challenging to implement effectively. Companies should leverage the opportunity to build stronger teams when employees are in the office. Effective communication tools are essential for maintaining productivity in contact centers. Workforce management is crucial for understanding employee needs and optimizing operations.

 

 

Summary

In this conversation, Amas Tenumah and Bob Furniss discuss the essential skills for success in customer service roles, emphasizing the importance of empathy, authenticity, and a positive attitude. They explore how these skills can be taught or innate, and the impact of genuine interactions on customer experiences. The discussion highlights the need for contact center leaders to trust their employees to be themselves and to foster authentic relationships with customers.

 

Takeaways

Empathy is the most crucial skill in customer service. You cannot teach empathy; it must be inherent. Authenticity in interactions leads to better customer experiences. Positive attitudes can sometimes feel insincere. Trusting employees to be themselves enhances service quality. Customer service training should focus on genuine interactions. Scripts can hinder authentic communication with customers. Empathy should be felt, not just expressed in words. Leaders should encourage authenticity in their teams. Building relationships with customers is key to effective service.

Chapters

00:00 Introduction to Customer Service Skills 01:17 The Importance of Empathy in Customer Service 05:50 Understanding Authenticity in Customer Interactions 12:44 The Role of Positive Attitude in Service 17:45 Building Trust and Authentic Relationships

Takeaways

Customer service experiences can be frustrating and time-consuming. Government intervention may be necessary to improve customer service standards. Companies often fail to address their own customer service issues. The experience of customers with disabilities is often overlooked. Regulations in Europe provide clearer guidelines for customer service. Technology alone will not solve customer service problems. Organizations need to actively seek feedback to improve service. Customer service representatives often have limited solutions to offer. Internal reforms are essential for enhancing customer experience. The government may step in if companies do not take action. 

Chapters

00:00 The State of Customer Service Today 08:52 Government Intervention in Customer Service 13:01 The Future of Customer Experience

Summary

In this engaging conversation, Amas Tenumah and Bob Furniss discuss the challenges of employee engagement and satisfaction in the workplace, particularly in the context of returning from time off. They explore the importance of recognition, meaningful work, and the impact of relationships on employee well-being. The discussion also touches on insights from other industries and the need for a more personalized approach to understanding employee needs.

 

Takeaways

Taking time off often leads to a desire to stop working altogether. Employee satisfaction is declining, particularly in service industries. Meaningful work drives engagement more than financial compensation. Recognition is a key motivator for employees. Understanding the grind of work is essential for improving engagement. Relationships in the workplace are crucial for employee success. Cultural insights from other industries can inform better practices. Time off does not necessarily recharge employees for more work. A personalized approach is needed to understand employee needs. Attention to employee well-being can prevent disengagement.

Chapters

00:00 New Year Greetings and Reflections 01:37 Employee Satisfaction and Engagement Post-COVID 05:21 The Importance of Meaningful Work 10:54 Recognition and Relationships in the Workplace 15:59 Learning from Other Industries

Summary

In this conversation, Amas Tenumah and Bob Furniss reflect on the year 2024 in customer service, discussing persistent challenges in contact centers, the evolution of work-from-home practices, and changing customer expectations regarding returns. They also share personal anecdotes about memorable holiday gifts and emphasize the importance of gratitude and understanding during the holiday season.

 

Takeaways

AI is still not as user-friendly as expected. Contact centers face ongoing challenges similar to those from years ago. The importance of people in customer service remains paramount. Work from home practices have significantly retreated post-pandemic. Customer expectations for frictionless returns have increased. Companies need to adapt their customer service strategies accordingly. Personal experiences shape our views on customer service. Gratitude and patience are essential during the holiday season. Not everyone celebrates Christmas, and inclusivity matters. Memorable gifts often come with personal stories and reflections.

Chapters

00:00 Reflecting on Customer Service Trends of 2024 04:52 The Evolution of Work From Home in Contact Centers 10:13 Customer Expectations and Return Policies 14:56 Memorable Holiday Gifts and Personal Reflections 20:00 Gratitude and Acknowledgment During the Holidays

 

 

 

Summary

In this conversation, Amas Tenumah and Bob Furniss discuss various themes surrounding customer experience, particularly in the context of recent tragic events and the impact of societal anger on service interactions. They explore the quality of food at conferences, the implications of a recent murder related to healthcare dissatisfaction, and the need for empathy and flexibility in customer service policies. The discussion emphasizes the importance of human interaction in service environments and the challenges posed by rigid policies that often ignore individual circumstances.

 

Chapters

00:00 Conference Experiences and Food Quality 02:05 Tragic Events in Healthcare Leadership 06:48 Customer Service Challenges and Societal Anger 09:17 Policies vs. Empathy in Customer Service 16:36 The Human Element in Customer Interactions 17:15 contact center show vertical outtro.mp4