Customer effort. John Goodman of TARP Worldwide suggests that we will be hearing more about "customer effort" as a metric applied to customer service. It refers to how much effort it takes for the customer to get what he needs or to have his issue resolved. Goodman warns, however, that if the customer effort metric is used to measure the call center, companies should take into account things like IVR systems and finding the right person, because this might add to the customer's effort before the customer service agent ever answers the phone.
Service awareness. "Service awareness" for Shep Hyken, author of "The Amazement Revolution,"
Smart phone integration. Trevor Spunt of IBM Global Business Services suggests there will be a number of buzzwords coming from the technology sector and one of them is "smart phone integration."
More customer service buzzwords appear in the January issue of "Customer Service Newsletter."
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About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes "Customer Service Newsletter" and "The Customer Communicator."