Are You Experienced?
It’s Friday, and a new month. My February experience was… Well, let’s just say my perception of the 28 days was one long, bad trip. Perception is an interesting thing, and is unique to each individual. This morning (Play)Joyce and I were chatting about it. I said something like, “we can hear, but not listen, and we can view, but not see. What we see is just our perception of what’s really there, anyway.” I don’t know. Maybe there were some funny mushrooms in my omelet.
Anyway, our experience as customers is based on our perception of actual events. That perception is affected by our expectations going into the event. Yesterday I called the Social Security Administration to inform them my dad had died. I expected to be on hold for a long time. During my wait, a recording suggested the wait was because the SSA supports over 50 million customers. That data point changed my perception of what was a reasonable wait. After only about 10 minutes, a woman answered and asked how she could help. I gave her my information. It was an efficient process. Then she said,
“I’m really sorry about your dad.”
She sounded so sincere. It was nice. My perception of a simple bureaucratic process was enhanced to the point I’m telling you about it. A cold, “checking of a box” became a warm, human experience. I wonder if I’ll be surveyed by the SSA?
Kronos surveys thousands of humans each year, and our voice of the customer program is designed for us to speak with any customer who has experienced less than a great, um, experience. Our closed loop process helps us continually improve that experience. Recently, our Customer Experience Management software vendor, Satmetrix, released a case study on our program. (Work)Joyce adds her perspective, not to be confused with perception.
Now, back to Friday. Are you experienced?