09 June 2007

What is the customer experience?

The other day I called 118 118. For those of you outside the UK, that is one of a number of directory enquiries companies who provide details of business and private telephone numbers. I knew the name of the company I wanted to call and their address, but it didn't help. I didn't find out their number until I got back to my computer and looked them up on their website.

I don't imagine that many potential customers would try to find them through directory enquiries, and it wouldn't matter if they did, based on my experience. My point is that they haven't put themselves in their customers' shoes and tried it for themselves. If anyone in the business had a similar experience then I'm sure that they would have done something to get their number properly registered with the directory enquiries companies.

Not that they are exactly hurting on the telephone front. Last week I asked them what their incoming call volume was and they told me that it was running at about 150 calls per day - not bad for a micro business!

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