Customers Like Self Service, Unless…

ID:71469034

Michael Schrage, in a recent HBR article, Customers Like Self Service, Unless It Undermines Customer Support, covers a very pertinent topic as more and more customer engagements are conducted via Digital channels…

“Survey after customer research survey suggests that even customers happy with self-service become less than thrilled with their options when—not if—something goes wrong.”

In reference to how he “lobotomized” his smartphone and was attempting to recover it, Schrage goes on to explain that…

“Customer-centricity that confuses and conflates self-service (systems design approach that lets people service themselves efficiently, effectively, and conveniently) with self-support (self-service when things go wrong) is bad design.”

He goes further to argue..

“True customer-centricity requires that answers can be quickly found and easily implemented with a minimum of muss and fuss. Respectful UX design doesn’t just lie in how quickly and easily customers can do what they want; it depends on how quickly and easily they can fix—or recover from—something that’s gone wrong.”

Doing self-support should be as easy—or easier—than not doing self-support.

The full article can be read here.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

Beyond Philosophy | CX Consultants | Customer Experience

Customer Experience, Design Thinking, Innovation, Strategy and Leadership

I J Golding

Just another WordPress.com site

Virgin - Richard

Customer Experience, Design Thinking, Innovation, Strategy and Leadership

Successful Outcomes

Customer Experience, Design Thinking, Innovation, Strategy and Leadership

The Customer & Leadership Blog

provocative conversations: questioning conventional wisdom / stimulating original thinking

Seth Godin's Blog on marketing, tribes and respect

Customer Experience, Design Thinking, Innovation, Strategy and Leadership

%d bloggers like this: