• 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12:02 HP's Policy Rescinded and Customer Feedback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.