Show Notes - Episode 7 - Managing Customer Service
Recorded: May 13, 2017 Host: Eric Veal Guests: Ele Munjeli, Michael Cavitt, Andrew Sengul Legend:Bold = key point
CHAT 3 - MEASURING CUSTOMER SERVICE
AS: Cargo cults further explained. Tribes would keep hoping for the planes would keep coming. Doing non-value adding things and hoping. Opportunity to find low performers and bring them up (low hanging fruit). Need to set priorities and focus.
EM: What and how are you measuring success and failure. What is a meaningful failure? Some people rewarding the wrong things and behaviors (like people fixing bad issues)...as it encourages more bad behavior in the future.
MC: Celebrate the architects or the recovery team? Information overload can be bad. Not good to just get all the info. Know the questions.
EM: Designing good metrics is a trick. Need to avoid bias and ask good questions (need good science). There's a wrong way to ask questions and gather info. Witch hunts, for examples, not a great way to gather info or do science.
AS: Absurd metric examples. "How slurred is their voice?"
EV: Instrumentation and telemetry a big part of this (more is good) but still need filters and need to roll it up, prioritize, control, etc. But more data generally a good thing.
MC: Text-to-speech analysis is important and good feedback source. Changes many things.
EM: The relationship and rapport allows us to get better data. Have users participate in the process.
EV: Cost of getting feedback reducing through better instrumented products. Doesn't require customers to actively give feedback but do through use instead. Build the feedback system right into the product like a vacuum could detect it being kicked or sworn at.
EM: Want a closed feedback loop where the feedback you gave was finally told to you that your comment mattered, when and how.
AS: Investment and significance.
EV: Investment happens on both sides: the customer and the provider. Both need to be invested and quid pro quo may be needed.
AS: Speculation and investment. A financial question.