A Customer Service Lesson from The Soccer Mom Myth
This weekend, I was reading Soccer Mom Myth, co-authored by Holly Buchanan & Michele Miller (again-love it!) and one chapter stuck out at me was Chapter 13. The main topic: Put yourself in your customer’s shoes.
In Chapter 13, Holly and Michele give different scenarios in regards to items they were looking for and as they went through the process they noted the things that they liked and the things they they didn’t like as well.
On page 122, they state, “Once you plan scenarios for your personas, you can test to see what your customers actually do and if they follow these scenarios.” The Soccer Mom Myth
- Take examples from those companies that you deal with in your life.
- Maybe you have recently purchased a piece of office equipment. Did you go into the store? Did you like the layout? Were the employees helpful? Resourceful? Did you shop online? If so, did you like the layout of the site? Could you easily find what you were looking for? Did you need to call customer service? Were they resourceful and knowledgeable?
- Ask members of a few of your favorite online social or business networking groups (like Yahoo or Ryze) that you participate in to “critique” your site and the process of navigating.
- You can ask them a series of questions and pay attention to what the feedback is about the site.
- What is your first reaction when you get to the site?
- What do you think about the format,colors used on the site?
- How do you feel when navigating through the site?
- How do you feel about the authenticity of the company in reading the text on the site?
Then pay attention to the feedback.
Bonus:
Here is a few tips Holly & Michele say about surveys :
Use open ended questions as often as you can (this gives the participant the opportunity to give you details)
Don’t use influencing language
If you haven’t already, I would highly recommend you go and pick up The Soccer Mom Myth today at your local bookstore or at Amazon.com
