More and more, companies are creating customer experience teams, thinking about “the customer,” conferencing about “customer experience best practices” and even designating “C” level management who oversee customer experience departments.
But what does that really mean? It can mean different things to different companies. It can even mean different things in different divisions and departments in a company.
To me, there is no “the customer.” There is no one entity that represents everyone. There are many voices and many customers with different needs and wants.
Which makes you guys like a chorus. Except, you’re not all singing the same song or melody. (Though in many cases, you are singing the same thing for a phrase or two.) And for those songs, it’s pretty easy to know what we need to do to make it easier for you when you’re trying to manage your account online.
But we’re not just trying to listen to the big choruses, we’re also trying to listen to those solo voices as well. And in those cases, it sometimes goes from the idea of a chorus to more of a detective show. We have to look at the clues to figure out what’s really happening.
This can be challenging online. Sure, if you click on that floating plus/minus sign and submit a comment, we have information directly from you. But sometimes we need more details—details that you may not even know, because a lot of factors affect your online experience—the browser you’re using, how you connect to the Internet, all kinds of technical stuff.
Getting those details is becoming easier, because we’ve added a few tools–kind of the like the forensics tools you see on those TV shows. But like those forensic tools, they only go so far. Someone here still has to put the pieces together and figure out what we can do to help. Sometimes easier said than done, but there’s a team of us working on it every day.
And yes, when you click on the “feedback” links on the site, or if we pop up a comment card at you when you’re on our site, and you share your thoughts, we are reading all those comments. In fact, quite a few of us—our whole department plus more—are reading your comments. Every comment, every day.
I love my Discover Card more than any card that I carry. It provides me with a great interest rate, cash back, and many other perks I have not mentioned. One day when it is possible it will be the only card that I carry. I love the idea that they had a card design with Shelties on it my favorite breed of dogs so I got that card and absolutely love it. The dogs on the card look just like my Shelties.
Discover has obviously been working on the customer experience. I have been a client for longer than I care to remember and there service just gets better. All the opportunities for extra points on certain purchases and the gift cards I can get with my points are great. I also use the mobile web page to pay my bill and it works great. That’s the best customer experience – when everything works like you think it should and it works every time.
Really???!!! I’d love to be heard. Now, lets give it a go. Today is fine, tomorrow, well that will be when Murphy’s law will hit again…then I’ll comment on how Discover handles it! Thanks
I love this new Discover. I have the freedom to do all my account tracking and credit card payments with a click. Of course I love the rewards and have saved money with using the gift cards I redeemed and even got speakers for my I Pod! Taking advantage of the 5% earnings has saved me even more. THANK YOU, Discover!