Creating $100k+ Questions: Don't Settle For The Problem You've Been Given

The mediocre consultant receives a problem from a client and solves it. The elite consultant questions and explores the issue in depth. Here are three questions to ask before you get to work.

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Why Was One Customer Support Channel Performing So Poorly?

How We Focused On The Real Problem

A client once approached us to improve the customer satisfaction scores they were getting through their support channel. Out of all the support channels (phone, email, knowledge base, etc…), the community had the poorest satisfaction scores as measured by a pop-up survey.

We can use some standard levers to try and improve these scores. We can improve response times in the community, the quality of responses, or the ease of navigating the site. But what really interested us is why the scores were the lowest of any channel in the first place.

Was the community's experience really that bad, or was it simply attracting the least satisfied customers?

We ignored the aggregate scores and began looking at the qualitative feedback. We discovered that the scores were being dragged down by people with unsol…