Community 14 Practices That Are Roasting Your Consumer Experience Lynn HollandJanuary 23, 2023 Image Credit: "Cornered" comic strip by Mike Baldwin {"adCodes": [{"desktop": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "display": true, "mobile": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "new_amp": "\u003camp-ad width=336 height=280\n type=\"doubleclick\"\n data-slot=\"/22278042776,22664312254/wit/wit_content\"\n data-multi-size=\"300x250\"\u003e\n\u003c/amp-ad\u003e", "order": 0, "tablet": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e"}, {"desktop": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "display": true, "mobile": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "new_amp": "\u003camp-ad width=336 height=280\n type=\"doubleclick\"\n data-slot=\"/22278042776,22664312254/wit/wit_content\"\n data-multi-size=\"300x250\"\u003e\n\u003c/amp-ad\u003e", "order": 1, "tablet": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e"}, {"desktop": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "display": true, "mobile": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "new_amp": "\u003camp-ad width=336 height=280\n type=\"doubleclick\"\n data-slot=\"/22278042776,22664312254/wit/wit_content\"\n data-multi-size=\"300x250\"\u003e\n\u003c/amp-ad\u003e", "order": 2, "tablet": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e"}], "adsOrder": [2]}

According to the American Customer Satisfaction Index's (ACSI) last report Q3 2022, customer satisfaction rates have declined by 5% since 2018. The report also calls out GDP’s decline.

As an accomplished consumer, whether for my business or a new piece for my wardrobe, my own consumer experience index rates 6/10 interactions conclude by walking away from a supplier, retailer, or service provider service request without a satisfactory resolution or positive experience.

My latest service experience required reaching out on (4) separate occasions, each with a different agent, and spending 5 ½ hours with a major tech giant that I’ll never get back, trying to fix an issue with my commercial-grade laptop that appeared out of nowhere. Needless to say, it was a HUGE infringement on my day.

When is the last time you felt ENTRAPPED, dealing personally or professionally with a time-sucking unavoidable glitch or necessary transaction that crashed into your busy life?

You didn’t go looking for it, may have avoided it a time or two, but now it’s SCREAMING your name and demanding action.

Most of us are good sports to make a call or hop on a chat so we can resolve and issue to check a box and get on to the next task. But as the norm for modern consumer experiences has deteriorated into dreaded, time-consuming interactions that elevate our blood pressure, it’s time to speak up for all of my comrades in commerce.

Join me as we:

• Consider how modern buyer expectations have changed
• Talk about the all-too-common practices that are driving us away from sellers
• Focus on the fix so sellers can turn themselves into consumer experience heroes

Modern Consumer Experience Report Card

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After years of indifferent customer service, entitled seller attitudes, and low employee appreciation, the pandemic’s events brought a turning consumer tide in every area of our culture. Workers voted by resigning from undesirable workplaces, enterprise buyers refused spammy sales efforts, and consumers purchased from the retailer with the most seamless and personalized experience.

As modern consumers now demand seamless service across a dozen different communication channels, the stakes are high for inconsistency, limited channels, and a consumer journey filled with undo hassle.

Here are many of the all-too-common experiences that are driving off us consumers and our loyalty.

14 Service & Support Practices To Change NOW To Save Your Consumer Experience

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Setting and neglecting. When is the last time your organization audited your consumer journey with a fine-toothed comb to deliver a smooth end-to-end consumer experience?

Eliminating inbound phone support and replacing it with time-consuming, unintuitive alternatives with a low one-call resolution.

Support interactions that truncate prior to a resolution when navigations don’t render correctly on a device.

Misdirecting callers to agents without needed systems visibility or training to address the complaint.

Repeated agent-to-agent transfers that require callers to re-authorize their identity and re-explain the issue from the beginning when the IVR does not track the conversation, caller’s purpose for the call, complaint, or intention.

Chat sessions that do not audibly alert the caller of agent responses and prematurely terminate the session between responses, requiring the caller to restart a new session and start over.

Agents intentionally terminating calls without cause and without notice.

IVR systems that disconnect for no reason after long wait times.

Call transfers that terminate.

Auto callbacks that leave callers on lengthy holds before an agent joins the call.

IVR systems without an option for a callback vs. holding with no notification of estimated wait times.

Offering chat or email support in lieu of phone support without 24/7 service.

Operating with an overall service and support vibe that communicates that customers have nothing to do but obtain service from your organization, however long it takes.

Operating with an overall service and support vibe that communicates that customers are “lucky” to receive service from your organization.

Inspiration For Service Excellence From Consumer Experience Heroes

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While there are plenty of consumer experience foibles to name, let’s take inspiration from the principles that drive the service excellence of a few consumer experience heroes:

Trader Joe’s – Empowering employees to bend the rules to deliver amazing service.

Ritz-Carlton – Inspiring staff to build strong emotional engagement with their guests and empowering them to deliver exceptional service.

Nordstrom – Creating a culture where going above and beyond to take care of customers is expected, encouraged, and praised above all else.

Chick-fil-A – Commitment to be kind to employees and provide heartfelt hospitality to customers with a mindset that: “Every life has a story, and often our customers and our employees, need a little grace and a little space when you deal with them because they are either experiencing a problem, just finished having a problem, or are about to have one.”

What If Your Culture Is On The Wrong Side Of Service Excellence?

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Here’s a high-brow, corporate, three-step process for sellers to produce experience excellence:

Create policies and systems that put customers first every day

Hire empathetic, problem-solving employees

Empower your team members with continual training and tools

But if you sellers really want to get in tune with buyer expectations and the triggers that cause them to hit the eject button, you are going to need to get your hands dirty.

How?

Whether you sell (B2C) business-to-consumer or (B2B) business-to-business, eat your own dog food by auditing your process and consider paying other people to do the same to tell you what’s wrong with it. Make periodic walkthroughs of your end-to-end buyer journey a thing to proactively spot and resolve points of friction until you deliver experience excellence.

If you sell to end consumers, how seamless is your process using a website or mobile app, on different devices, making purchases that require password changes, updates to a cart, changing addresses or credit cards, and applying coupons? Make inquiries prior to, during, and after the sale. And don’t neglect the last mile that preserves goodwill with your consumers. Complete returns with each of the shipping options, including through third-party partners to ensure a hassle-free process.

If you sell to businesses, give up old-school spammy sales and marketing tactics that modern buyers resist. Instead, get crystal clear about your (ICP) ideal customer profile, develop insightful content to educate your prospects and build credibility, distribute it in peer networks where they natively hang out, and engage with them there to collect critical insights about what they care about (pay dirt) to guide your sales and marketing efforts. Turn your website into an un-gated library where prospects can binge on your content anonymously to turn into high-intent buyers, then pursue you for a conversation by submitting a web form once they:

• Detect that they have a problem
• Recognize you and your product as a potentially viable solution
• Have readied themselves internally to engage your team as an initiative

Tedious? Yes, but this is how to deliver excellence in the buyer journey that gains and retains loyal consumers.

For additional insights or help with building, modernizing, or navigating your SaaS buyer journey or consumer experience, please reach me on LinkedIn or at [email protected].

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consumer experience {"customDimensions": {"1":"Executive Community, Lynn Holland","3":"practices that hurt consumer experience, consumer experience, customer experience, customer satisfaction, service, support, service and support practices, sales, consumer experience practices, customer experience practices, consumer experience mistakes, customer experience mistakes","2":"community","4":"01/23/2023"}, "post": {"split_testing": {}, "providerId": 0, "sections": [0, 544324100, 544398581, 479660731, 544398590, 473333499], "buckets": [], "authors": [21030904, 24947390]} } 8 Ways You're Being SHUT OUT Of The Hiring Process1-hour workshop to help job seekers figure out what's getting them tossed from the hiring processCover Letter 3 Tips For Overcoming Your Biggest Job Search FEARS Jenna ArcandSeptember 28, 2022 {"adCodes": [{"desktop": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "display": true, "mobile": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "new_amp": "\u003camp-ad width=336 height=280\n type=\"doubleclick\"\n data-slot=\"/22278042776,22664312254/wit/wit_content\"\n data-multi-size=\"300x250\"\u003e\n\u003c/amp-ad\u003e", "order": 0, "tablet": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e"}, {"desktop": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "display": true, "mobile": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "new_amp": "\u003camp-ad width=336 height=280\n type=\"doubleclick\"\n data-slot=\"/22278042776,22664312254/wit/wit_content\"\n data-multi-size=\"300x250\"\u003e\n\u003c/amp-ad\u003e", "order": 1, "tablet": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e"}, {"desktop": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "display": true, "mobile": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "new_amp": "\u003camp-ad width=336 height=280\n type=\"doubleclick\"\n data-slot=\"/22278042776,22664312254/wit/wit_content\"\n data-multi-size=\"300x250\"\u003e\n\u003c/amp-ad\u003e", "order": 2, "tablet": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e"}], "adsOrder": [2]} Are you terrified of screwing up a job interview? Does the thought of writing a cover letter horrify you? Are you scared to network with others? What do you even say, anyway? If you're struggling to overcome your job search fears, this live event is for you.

We get it. Looking for work can be scary, especially if you’ve been at it for a long time and haven’t gotten any results.

Understanding which fears are getting in the way and how to overcome them will make all the difference. Sometimes you might not be aware of which obstacle is getting in the way of your goals. If you want to overcome these fears once and for all, we invite you to join us!

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Join our CEO, J.T. O'Donnell, and Director of Training Development & Coaching, Christina Burgio, for this live event on Wednesday, October 5th at 12 pm ET.

CAN'T ATTEND LIVE? That's okay. You'll have access to the recording and the workbook after the session!

Read moreShow lessjob search fears {"customDimensions": {"1":"Executive Community, Jenna Arcand","3":"live events, career events, j.t. o'donnell, jt o'donnell, christina burgio, career advice, career, career growth, professionals, job search, job seekers, job interview, job search tips, job search advice, interview, job interview tips, interview tips, job search fears, overcome job search fears, networking, cover letter, resume, writing a cover letter, job search strategy, job search help, looking for a job, unemployed","2":"cover-letter","4":"09/28/2022"}, "post": {"split_testing": {}, "providerId": 0, "sections": [0, 376490081, 562457120, 370480899, 376490053, 376489574, 376491143, 376489962, 404327439, 376489624, 479660731, 543270555, 473310813, 473333499], "buckets": [], "authors": [21030904, 19836096]} } Get Some LeverageSign up for The Work It Daily NewsletterEnter emailSubscribeFollow window.googletag = window.googletag || {cmd: []}; googletag.cmd.push(function() { googletag.defineSlot('/22278042776,22664312254/wit/wit_multiplex', ['fluid'], 'wit_multiplex').addService(googletag.pubads()); googletag.enableServices(); googletag.display('wit_multiplex'); }); Popular The TikTokification Of Recruiting: What Job Seekers Need To Know J.T. O'DonnellJanuary 23, 2023 Bigstock {"adCodes": [{"desktop": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "display": true, "mobile": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "new_amp": "\u003camp-ad width=336 height=280\n type=\"doubleclick\"\n data-slot=\"/22278042776,22664312254/wit/wit_content\"\n data-multi-size=\"300x250\"\u003e\n\u003c/amp-ad\u003e", "order": 0, "tablet": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e"}, {"desktop": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "display": true, "mobile": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "new_amp": "\u003camp-ad width=336 height=280\n type=\"doubleclick\"\n data-slot=\"/22278042776,22664312254/wit/wit_content\"\n data-multi-size=\"300x250\"\u003e\n\u003c/amp-ad\u003e", "order": 1, "tablet": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e"}, {"desktop": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "display": true, "mobile": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "new_amp": "\u003camp-ad width=336 height=280\n type=\"doubleclick\"\n data-slot=\"/22278042776,22664312254/wit/wit_content\"\n data-multi-size=\"300x250\"\u003e\n\u003c/amp-ad\u003e", "order": 2, "tablet": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e"}], "adsOrder": [2]}

You know how the TikTok algorithm shows you stuff and you start to think, "Oh, it's fate," but in reality, it's the algorithm figuring you out and showing you what you need to see? Well, I predict that's how you're going to get your next job.

Using TikTok In Your Job Search @j.t.odonnell Welcome to the tiktokification side of recruiting! Glad to see your here!♥️ #tiktokification#recruiting#jobs#career#employer#recruiter#jobsearch#jobtips#joblife#2023#careerhelp#jobtok#careertok#careeradvice#jobforme#job#career♬ original sound - J.T. O'Donnell

If you don't already know, my name is J.T. O'Donnell. I'm the founder and CEO of Work It Daily. My company works with employers, helping them create content that magically shows up in your feed so that you find them on TikTok.

Here's how it works...

You see an employer's content on TikTok.

The content catches your eye. Maybe you feel connected to its products, mission, or company culture.

You Google the company's name to learn more about it.

After researching the company, you realize you might like to work there.

You check out the company's careers page.

You end up choosing the company as an employer, applying for a job you think you're qualified for.

Why is this job search strategy important? Because we are no longer job seekers.

We are job shoppers. We will not work just anywhere. And smart employers are figuring that out and understand that the TikTokification of recruiting is here.

If you want to start learning about great companies to work for, and you want them to magically show up in your feed and be part of the algorithm, follow me on TikTok. I'll make sure it happens.

Need more help with your job search?

I'd love it if you signed up for Work It Daily's Event Subscription! I look forward to answering all of your career questions in our next live event!

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At Work It Daily, we have a saying: "If you're not growing, you're dying." For context, we're talking about your career. You must constantly work on your career to grow as a professional so you can stay relevant and employable. Professional development should always be on your mind as a business-of-one. But what you do to grow as a professional might change over time. What you focus on developing this year might be completely different from what you focused on last year.

We recently asked our leading executives what word defines their professional development focus for 2023.

Here are their responses...

John Schembari, Senior Education Executive

Investment. How do we invest participants in the professional development that they receive? Far too often, professional development is a one-size-fits-all, lowest common denominator, sit-and-get rather than an opportunity for participants to review relevant data, define personal and collective areas for growth, prioritize initiatives (1-3) that will target the growth area, and then analyze impact. Therefore, I'm not a fan of "one and done" trainings but, rather, a huge proponent of ongoing PD in the form of revolving professional learning communities (PLCs) and affinity networks.

John Schembari is a current K-12 teacher/school leader academic improvement coach and former school building and district administrator. He loves to draw, travel, swing dance, and read nonfiction.

Carla Biasi, Personal Stylist

Image from Bigstock

Creativity!

I want to find fun ways to engage my followers and bring more of my personality to my communications. It will make me think more out of the box and focus my content. And I'm really looking forward to connecting with viewers.

Carla Biasi is a personal stylist living on the Mississippi Gulf Coast. She currently has her own business and works part-time at an upscale women's boutique and as a virtual and kit stylist for a women’s specialty brand.

Michael Willis, Sports Business Operations Executive

​Image from Bigstock

My professional development word for 2023 is “articulate.”

By definition, articulate means expressing oneself readily, clearly, and effectively.

In everything we do, we must find the words to articulate our intentions with vigor to make ourselves believable.

The first question in any job interview will be, “Tell me about yourself.” You will be asked to do this. Your answer will set the tone for the rest of the interview. Many job seekers get stumped on this question. You must be able to “articulate” a persuasive and illuminating response.

A picture may be worth a thousand words, and you may have an excellent visual presentation. But with that graphic, you must be able to “articulate” communicatively and understandably what the visual is trying to show the audience.

In 2023, I will work on my “articulation” skills.

Michael Willis has 18+ years of experience working with accounting & sports organizations and has managed P&Ls of $10M - $125M+ with budgets of $3M-$50M+. He worked for the NFL for 22 1/2 years, mainly with the game officials working on the financial/accounting side of the business.

Mark Taylor, Product & Operations Executive

Image from Bigstock

“Commitment.” Doing the best I can at any one moment, striving to be “better,” and letting go of those things I can’t control.

Why? Well, I’m forever on the hunt for practical methods of becoming more effective. As such, I recently watched Stutz on Netflix. It’s a documentary directed by Jonah Hill about his therapist, Phil Stutz.

Phil, and fellow practitioner Barry Michels, have written two books: The Tools and Coming Alive. I started reading the latter recently.

There are a number of nuggets in the book that have made me sit up and take notice, not least this quote:

“The reason you can’t commit to anything is because it hurts you too much if it fails. Success means putting everything on the line and, if it doesn’t work out, doing it again. And again. No blaming. No excuses.”

So, here’s to true “commitment” and "success" in 2023...

Mark Taylor has 20+ years of risk, technology, and product management experience working in global and regional financial services firms in the UK and the U.S. He's managed teams of 40+, successfully addressed 100+ regulatory issues, and has saved companies $15M+.

Ana Smith, Talent Architect & Global Learning Strategist

Image from Bigstock

Connection is my development focus for 2023!

Our workplaces play a significant role in our lives. Work affects both our physical and mental well-being in good ways and bad. The COVID-19 pandemic brought the relationship between work and well-being into clearer focus. According to the Surgeon General 2022, Workplace Mental Health and Well-being report, one of the biggest challenges we faced in 2022 (and onwards) is connection and community.

Connection is essential for human well-being. Connection is a basic human need, and people who feel a strong sense of connection to others are happier, healthier, and more resilient!

One of the ways that connection is important is that it helps to combat loneliness and isolation. When we feel connected to others, we feel less alone and more supported. This can be especially important in times of stress or difficulty, as it can provide a sense of security and comfort.

Connectedness also allows us to feel seen, heard, and valued. When we share our thoughts, feelings, and experiences with others, and they respond with understanding and empathy, it can help us to feel understood and accepted. This can be especially important for people who may feel marginalized or excluded in some way.

Especially important to me, connection plays a critical role in our ability to learn and grow. When we are connected to others, we have the opportunity to gain new perspectives and insights, and to learn from the experiences of others. This can help us to develop new skills, knowledge, and understanding, which can be valuable for personal and professional growth.

Finally, it is a key factor in our ability to experience joy, love, and belonging. When we feel connected to others, we can experience deep and meaningful relationships that bring us a sense of fulfillment and purpose. This can be especially important for people who may be struggling to find meaning or purpose in their lives.

Ana Smith helps people & organizations achieve their full talent potential by developing and co-creating people strategies and customized solutions, and turning them into impactful outcomes and collaborative relationships, using coaching as the "red thread."

Debra Shannon, IT Executive

Image from Bigstock

My 2023 focus is intentionality. In the past, I’ve tried to do everything but realized that I couldn’t do it all despite my best efforts. There’s a quote by Andrew Benintendi: “You’re going to struggle. You’re going to do well. You can’t really let the past or the day before – whether you had a good day or bad day – dictate the day you have that certain day.” A few things happened during the pandemic that made this really hit home for me. Everything happens for a reason and only worry about what you can control.

There will always be more personal/professional opportunities than I can physically do. I’ve learned that I need to be purposeful and prioritize and continually re-prioritize what is and isn’t important—each day is important. I can’t do it all and that’s ok (and I'm getting better at admitting that). I’m going to continue to be more intentional in what to plan and accomplish.

Debra Shannon is an IT executive who is also a CPA, CIA, and CISA. Her passion is turning chaos into calm. With her unique blend of experience in technology, project management, and auditing, she can break down complex business problems, identify practical solutions, and lead executive teams and business partners to embrace the value of technology changes.

Lisa Perry, Global Marketing Executive

Image from Bigstock

For 2023, I'm focused on abundance. An abundance of five professional areas: connections, fulfillment, wealth, success, and happiness. I've worked to clearly define what this means for me across each of these five areas. For an abundance of professional connections, I'm looking to grow my social media network by 40% in 2023, as an example. I've laid out a detailed plan as to what it will take to achieve. To grow my social media network by 40%, I will post 2-3 times a week on LinkedIn, TikTok, and Instagram and connect with 100+ new people per week. I will track weekly, making it easier to measure my ongoing progress and success.

I also find it important to state the intentionality of my word, abundance, daily if I can, to stay focused, motivated, and driven toward my goal, which increases the likelihood of achieving it.

I know some things will come easy, but for other things, depending on how big they are, I will have to work at them. I will have to fight the busyness, distraction, intimidation, and fear that will show up. The key will be to stay persistent and motivated to remain committed. But my goal is to focus on the result of abundance.

Lisa Perry helps companies build leadership brands, driving loyal customers & delivering profitability. She does this through a process that builds brands consumers love. Her goal is to help companies develop, monetize, and grow their brands.

What word defines your professional development focus for 2023? Join the conversation inside Work It Daily's Executive Program.

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