Scott Heitland
St. Louis, Missouri, but working globally!
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Scott Heitland is the Chief Operating Officer and General Counsel of Pretium Solutions. Scott also designs and directs the TRUE Performance Coaching™ component of the Golden Touchpoint™, Pretium’s revolutionary customer loyalty program in active use in approximately 50 countries and over two dozen languages. Scott is more than just a pointy-headed lawyer and operations guy - he also enjoys blogging from time to time about anything and everything related to customer experience.
Nice piece here, Ken. Small really is the new big. Over the past couple of years, I have watched with fascination as my wife has evolved from conducting all of her online interactions through her laptop to about 90-95% via Smartphone now. Frankly, I can't figure out how she can stand working over that puny screen, but she's the one who counts, since she does most of the online transacting for our entire family (purchasing, consumer researching, etc.). Surely, there's millions more like her going through a similar evolution.
Some compelling data here, Jennifer, and an excellent infographic.
The growing importance of the mobile customer experience can't be understated, can it?
I have all of the anecdotal evidence I need about how critical it is for companies to focus on improving the experience for their mobile customers. I have noticed that over the past couple of years, my wife has starting using her iPhone more and more for web browsing as a consumer in lieu of her laptop. It may seem counterintuitive, but she just prefers the convenience, and the tiny screen doesn't seem to bother her. I'm sure she's not alone with this preference. Companies that aren't adequately prepared for this shift will surely be at a competitive disadvantage.
Great post - thanks for sharing!
Scott @PretiumPress
The message here is so simple and yet so profound - thanks for sharing this Ken.
We just posted a customer experience "doggie bloggie" of our own yesterday - Shadow, meet Otis and Rosie! http://is.gd/sI6az3
Perhaps we should get the three of them together to compare notes about excellent customer service!
Ken, really enjoy your posts. Bear with me here, but what came to mind as I read this one is the difference between a likeness (a drawing that represents reality, i.e. an imitation of the truth) and a caricature (a drawing that takes a real but unique feature and exaggerates it for effect). Caricatures attract attention - they're interesting, dynamic, fun, sometimes provocative. I think when people attempt to persuade or make a point, they are just more naturally inclined to speak as though they're creating a caricature for their audience. What better way to get people to notice, listen and pay attention than to exaggerate, especially when you're writing a review (which may appear among dozens of others) or describing an experience that you want to make memorable. As you say, it's just the way we are.
Scott Heitland
Pretium Solutions (@PretiumPress)
Nice post, Summer.
On your point #2, you might find interesting a recent blog post by Steve Curtin (@enthused) called "But I Do Everything I'm Supposed To Do" [link:http://www.stevecurtin.com/blog/2012/05/18/but-i-do-everything-im-supposed-to-do/]. It really hits on the idea that management should work on getting employees to perform their job "essence", not just their job "functions." Aligns nicely with your suggestions.
Scott (@PretiumPress)