Over the past few years I have had many discussions with clients regarding the need to improve processes as part of improving the customer experience. I agree with the need to improve processes as a part of an overall improvement strategy for service improvement. However, great processes can only go so far as is illustrated by an observation and some information presented at our recent client conference.
In several recent posts, we have talked about the importance of consistency in customer service. While running the risk of spending too much time on the importance of consistency, I want to return to the topic one more time. This time, I will add a few statistics that reinforce the value of consistency.
A couple of days ago I read an article by McKinsey & Company titled, The Three Cs of Customer Satisfaction: Consistency, Consistency, Consistency written by Alfonso Pulido, Dorian Stone, and John Strevel. As any consistent reader of our blog knows, we love information that shows the power of strong and consistent service delivery. This article immediately piqued my interest.