October 29, 2018 Stewart Marshall


I heard this AGAIN on a call this week, and I’m mystified as to why any business would give its customer-fronting staff such poor tools, whether at a call centre or in store.

And it leaves me asking 2 questions.

Why have a system so slow it wastes the time of the expensive people you pay to use it?

Why have a system so slow it wastes the time of the your customers?

Chefs don’t use blunt knives and delivery drivers aren’t limited to only first and second gear, so why have slow IT.

It makes no sense!

Teams are trained to speak nicely. When they talk to a customer they don’t say, “Yeah, wassup?”. So why ruin the customer experience by making the rest of the engagement so woeful?

Surely you want your team to appear enthusiastic, effective, efficient, vibrant and bubbly. You want them to give a good first impression and to reflect your standards.

Yet short of providing something that just doesn’t work, I’m not sure it’s possible to create a situation that’s any worse.

Finding a customer is up to 25 times more expensive than keeping one, so you’d be well advised to do all you can to look after them.

What change can you make to your IT today that will improve the customer experience?

100 Tips and Hints

MarshallFloyd – People and Technology – Download our free guide with over 100 tip, hints and ideas you can use to improve your IT.

Leave a Reply