Read Along – ‘The Effortless Experience’- Chapter 1

The New Battleground for Customer Loyalty

Defining Loyalty

in three specific behaviors

  • Repurchase – Customers continue to buy from your company
  • Share of Wallet – Customers buy more from you over time
  • Advocacy – Customers say good things about your product

Perceived vs Actual Impact of Customer Service on Loyalty

Companies grossly underestimate the benefit of simply meeting customer expectations.

Companies massively overestimate the loyalty returns from exceeding customer expectations.

Delight is Expensive

Delight is Rare

Delight is a tough target to hit with any regularity. However, basic competence, professional service and getting the fundamentals right are easier to achieve – and they matter more than we believe.

Findings from the Survey conducted by the authors on 97,000 customers of varying domains –

Finding #1 – A strategy of Delight does not work

Finding #2 – Satisfaction is not a predictor of Loyalty

Finding #3 – Customer Service interactions tend to drive disloyalty, not loyalty

Finding #4 – the key to mitigating disloyalty is reducing customer effort

“If you are really serious about creating the loyalty outcomes that matter most to the performance of the customer service department and ultimately the success of your company, reducing customer effort must become the new centrepiece of your service strategy”

Wrong Loyalty Goal –> ‘You exceeded my expectations’

Correct Loyalty Goal –> ‘You made it easy’

The Four Principles of Low-Effort Service

  • Minimize channel switching by boosting the ‘stickiness’ of self-service channels, thereby keeping the customers from having to call in the first place.
  • When customers have to call – arm the reps to head off the potential for subsequent calls
  • Equip reps to succeed on the ’emotional’ side of the service interaction by using advanced experience engineering tactics.
  • Value the Quality of the experience over the speed and efficiency

Quotable Quotes

  • Loyalty is now primarily driven by a company’s interactions with its customers.
  • Customer loyalty is an ongoing relationship and the key, of course, is customer support.
  • Customer satisfaction and customer loyalty are not the same, and are not even co-related!
  • Make things as easy as possible for your customers

Read Along – ‘The Effortless Experience’- Introduction

This is my first time reading a book on this topic – or anything related to customer experience at all. So I did not know what to expect. What wow’ed me the most was the first story in the Introduction part of the book itself – i.e. the story of ‘Joshie – the stuffed girraffe’

The story is about Joshie – a stuffed giraffe that gets left behind in a hotel room by a little kid who is later distraught about losing his favorite pal. The hotel Ritz Carlton not only reaches out to the family and ensures the safe return of the giraffe home, but also adds a bunch of ‘extended vacation’ pictures of Joshie enjoying his extended stay lounging around the hotel pool, taking a golf cart ride, having a massage, making friends with other stuffed animals and even helping the staff by manning a security room – much to the delight of the little boy and his worried parents!

This story has now set the bar for customer service in all industries the world over! You can read this story of customer delight in various posts on the internet like here or here or read the blog post below –

Reading this story makes you wonder – How do I get my people to go above and beyond like that? Why can’t our company be known for that kind of delightful service?

Well, this Introduction also sets a beautiful tone and level-sets us for what lies ahead in the book!

I sure hope we reach the answers to these questions by the end 🙂

Happy Reading!

Read Along – ‘The Effortless Experience’

I started the ‘Read Along’ section on my blog last year with my series on the book ‘Agile Testing’ – a much coveted book for all testers. It was a fun way to learn, get back to my reading and also share it with my readers!

2021 started with me finding myself in a new job, an exciting new role in a brand new domain! So, I am taking the Read Along series forward this year by beginning a new book that not only is relevant to my current role and is a recommended read for the ‘Customers for Life (C4L)’ team that I am a part of, but is also super relevant to every software team working on developing software that not only satisfies but wows their customers!

The book is “The Effortless Experience” by – Mathhew Dixon, Nick Toman and Rick Delsi

I will be reading the book and will post about learnings, things to remember & quotable quotes from each chapter as I progress. This is to hold myself accountable, as well as to help people looking for good reads or learnings. Hope this helps you. Have you read this book? Do share your thoughts & learnings too!

Here is a link to get your own copy if you would like to read along-

Here are the Chapter-wise posts on the book

Hope this series provides a useful overview and a fun learning experience for the readers!

Cheers

Nishi

Ways to Generate Quick Test Ideas

As testers, we look at everything with a critical eye. As soon as something comes up for testing, our instinct is to get down to examining it and looking for problem areas. After getting a written test script, a new tester would be tempted to begin executing scripted tests right away.

But stopping to gather our thoughts about possible test ideas first is a smarter approach that leads to better, more unbiased test coverage. However, we don’t always have a lot of time to imagine scenarios and different paths. Luckily, there is always some planning we can do beforehand.

In my article published at Gurock Testrail blog I shared some tips for generating test ideas in a time crunch.

Revisit classic test techniques

Our old, trusted test design techniques like boundary value analysis, equivalence class partitions, decision tables, and state flow diagrams are always a help when thinking about test cases. Although most of them are ingrained in the thought process of a tester and are mostly common sense, giving them a revisit, however informal, may still give us some more test ideas.

For example, creating a quick decision table for the interaction of two or more variables to observe the behavior of the system may reveal some unique combination that we might have missed. Or a quick boundary value analysis for the age field in our we form may show us a special case we might have missed.

Similarly, using state transition diagrams to draw end-to-end flows can help not only the testers, but also the developers in imagining the overall system flow and revealing problem areas.

Look at the history

The history of the project or the system can give us many insights into what we are dealing with, where the common defect clusters are, and the most problematic components.

If you are new to the test team, start by having a look at the defect tracking from past sprints or releases. You can then define and think of more test cases based on past defects and the components that have had the greatest number of defects.

If you’ve been part of the team for a while, you are probably intuitively bound to focus on these areas. But even then, it will help to consciously make an effort to list the most common types of bugs encountered and most problematic areas based on your experience. This will help not only you, but also your new and junior team members. Read full post->

Read More »

Four Ways to Keep Testing Skills Sharp During the Pandemic

The global pandemic has many of us wondering about our job situation. There is insecurity and fear in every industry, and many workers are already bearing the brunt of layoffs or pay cuts. If you are in the same boat, you might be thinking about a career move soon enough.

But with most people working remotely, how do you prepare a skill set that is up to date for the testing industry? You need to take charge of your own training. In my article published at TestRail blog I discussed some tips to upskill yourself as a tester, now or anytime in the future.

1. Read

It sounds obvious, but it may not be so to everyone. There are hundreds of books available on all things testing, with more every day, so there’s sure to be something useful to you.

And in today’s day and age, reading does not only imply books. There are a number of blogs, community websites, and newsletters you can subscribe to for the latest articles and write-ups on various new technologies, tools, frameworks, and methods.

Take some time each day to read select articles that interest you and explore what new developments are happening in the industry. You must strive to learn things beyond what you are already doing and the technology that you are already using at work. If you can spare just 15 minutes a day to read your favorite journals, articles, or blogs, you will feel more a part of the industry beyond your own team and company.

2. Leverage online learning

There is no dearth of online courses or learning materials on any technology or tool you want to explore. There are numerous websites, forums, and YouTube channels that offer free content, step-by-step tutorial guides, and training related to software testing. You can start your learning journey with any one of them and continue to explore along the way.

Renowned industry leaders offer their expertise and knowledge in free or paid courses that you can attend online. If live training is not your jam, go ahead and find a self-paced video course. Some of them even offer you a completion certificate once you clear the quiz at the end. You can proudly display it on your LinkedIn or other professional profiles to showcase your skills to recruiters.

3. Connect and network

Connections and networking matter a lot in a job search. Even though in-person encounters aren’t possible right now, you can leverage the online avenues of connecting and networking like attending online free meetups, conferences, and webinars. There are many learning and engaging events that you can participate in to connect with other like-minded people. You can also get involved by helping organize these functions or starting your own group event or meetup. Read full article->

Read More »

4 Tips to Create a Simplified Test Plan for Your Agile Project

Planning is an integral part of initiating any project or activity, including software testing. Although formal test plans may seem outdated and unnecessary to most fast-paced agile teams that prioritize cutting down on documentation, it’s still a good idea to keep a pared-down test plan that can guide the testing effort throughout the project.

In my article published on TestRail blog, I talk about four useful tips to create a simplified test plan for your agile project.

1. Include the basics

A test plan can be as detailed as the team requires, but at the minimum, it must contain the context, timelines, and a brief overview of the testing activities expected to be performed in the project, release, or sprint.

Based on what level of test plan you are creating, begin with a basic heading, like schedule and timelines, testing activities and types of testing expected to be performed, people involved in testing, or any new hires or training required for the project or release.

2. Build off the project plan

Most of the test plan can be derived from the context set by the overall project plan, so give that a thorough read and get the details of the project lifecycle, expected delivery schedule, interaction points with other teams, etc.

Note any specifics that emerge, like shared resources with other teams, sync points for integration tests throughout the project’s lifecycle, or special types of testing needed, like performance, load or security testing.

3. Define a clear scope

Let’s say your project is a mobile application that needs to work on both Android and iOS. It would be beneficial to list all the environments and OS versions that need to be supported. Including them in the test plan ensures you set up the test environments early and allocate testing tasks across all of them. It also ensures that you are not bogged down by repeated testing on numerous test environments at the time of release. What is not defined in the initial test plan can automatically be considered out of scope.

Continue Reading ->

4. Use visual tools like mind maps

A simple Agile Test Plan using a Mind map

Read full article here

Continuous Testing in DevOps

Agile testers need to constantly rethink their processes and tooling in order to move toward faster and more reliable software delivery. The key there is to embrace the continuity. Continuous delivery is necessary for agile development, and that cannot happen without having continuity in testing practices, too.

In my article published on TestRail blog, I discuss the various aspects of Continuous Testing in DevOps-

Continuous testing

Continuous testing can be defined as a methodology focused on continuous quality and improvement. It can use a number of practices and tools to help do that.

Continuous testing encompasses the verification and validation of each piece of the software under development to ensure:

  • Code quality — Are developers creating code of good quality?
  • Application correctness — Are developers creating the correct features?
  • Place in the pipeline — Can the application code flow through the pipeline and across environments and specified tests successfully and easily?
  • A good customer experience — Are users seeing value in the delivered application?

Continuous testing is the way toward continuous delivery. Teams that struggle with continuously delivering on time or with high quality often find the solution to their problems by setting up good continuous testing practices.

Read the full article for some tips to improve your continuous testing framework and help your DevOps succeed, like-
  • Ensure test automation is the best fit
  • Leverage automation benefits in all aspects
  • Select the right tools
  • The Typical Pipeline & what it requires

Continue Reading ->

Agile teams must strive for continuous improvement of their continuous testing strategy. If they’re successful, they can reduce their release times from months or years to weeks or days (or even hours!). By adopting the correct practices and embracing the spirit of continuous learning and improvement, we can help our testers to become champions of agile.

<Image Credits – manufacturingchemist.com>

My Contribution to the eBook ’21st Century Skills for Software Testers’

I am proud to announce another one of my contributions made its way to the eBook titled ‘21st Century Skills for Software Testers‘. This initiative was started by Emna Ayadi and Ard Kramer asking for contributions from various testers on their thoughts about the essential pivotal skill sets that benefit software testers.

🚀 This bilingual book made by software testers is all about:
How we apply 21st-century skills:
🔸 Critical thinking
🔹 Communication
🔸 Collaboration
🔹 Creativity
and also how we are going to use these skills in the future.

#21stskills4testers

This was a great initiative to bring together thoughts of many great testers from around the globe. There are some great pieces featured and a number of things to learn. I am super excited to feature in not one but Two sections in there –

Check out what I wrote in the First section of ‘Critical Thinking’ – Section 1.1.15 ‘Stories of Testers from the Present’ and Section 1.2.8 ‘Imaginations and Thoughts of Testers’

Find the eBook here -> https://leanpub.com/_21stskills4testers And you can download the book for free (fill out 0 dollars)

Glad to be featured along with so many awesome people from around the globe!

I am grateful for the opportunity and always welcome more such chances to contribute my thoughts for the betterment of the testing community!

Cheers

Nishi

Is Test Automation Alienating Your Business Testers?

With numerous test automation tools and frameworks available today, many in the software testing industry are focused on learning them all. It is important to stay updated with new technology. But are testers losing something in the race to become more technical and equipped with automation skills?

In my article published at TestRail blog, I examine ways to see if your test automation is becoming so technical and code-intensive that it’s in danger of alienating the subject-matter expert testers who best know the core of your business?

Technology should serve people

It is important to understand and remember that test automation tools have been designed to make testers’ lives easier and better. They are not intended to replace testers or overpower them. They make tests execute faster, with more accuracy and fewer errors, so if they eliminate anything, it is redundancy and repetitive work. This technology is meant to serve testers — to save their time and effort and give them more freedom.

To this end, the first intent behind adopting any technology must be its fitness for use in the project, not its popularity in the market. The skills needed to adopt the tool and begin using it in the project should be easily obtained by hands-on learning or training. Read full article ->

Testing is creative

Testing is a creative job, and it always has been. The advent of new tools and technology has not changed this fact. Tools can do part of a tester’s job, but they still cannot test. Although some people may argue on behalf of artificial intelligence and machine learning that can take over many actively creative aspects, we are not there yet. We still want and need a human to capture the creative tests, discuss the pros and cons of design aspects, peer-review test cases, and report problems.

Everyone can contribute to test automation

When we look at testers’ resumes, the tendency is to look for tools they can work with. But the more important skill we need is their ability to contribute to test automation in one way or another. We cannot judge this fact just by asking if a person is able to write test automation scripts or knows a certain programming language. They may be able to learn the Gherkin format to design and write feature files for Cucumber tests. Or if you decide to adopt a keyword-driven framework, they could pick up the keywords and begin writing tests so that the same test cases can double as test scripts.

Read More »

Are You Driving Talent Away?

Regardless of size, your business can ill afford a high employee turnover rate. That’s because restocking on talent is costly, with Forbes reporting how hiring a replacement costs employers 33% of the outgoing employee’s annual salary. So, if an employee who earns $45,000 annually resigns, replacing them could cost the company $15,000. Crucially, it takes new hires 8–12 weeks to get up to speed and be at their most productive best, which means your business isn’t just losing money with high employee turnover — you’re also sacrificing productivity.

It goes without saying that employee retention is vital, especially in light of work-from-home setups making things trickier and a lot more challenging. That said, you might be driving away members of your team unknowingly, and adversely impacting your company’s bottom line.

As such, it is now time to take a long, hard look at your management style, and check if there are practices or company policies that might be pushing even your best employees out the door. In particular, you might want to determine whether or not you are guilty of the following, which are sure to tick off your team and get them looking elsewhere.

Setting Unclear Goals


Chron contributor Jim Woodruff details how employees respond favorably when they know clearly and concretely what the company expects from them. In turn, they are more likely to be enthusiastic about work, and in working towards those goals. Setting goals is particularly important in this era of remote work given the difficulties of communicating company objectives to offsite teams.

Without clear goals to guide them, employees working from home can grow easily distracted, and will be tempted to look for either greener pastures or something more fulfilling. Business writer James Gonzales highlights how when working from home, the days tend to melt into each other and can become monotonous. This makes it crucial to have goals for employees to keep them motivated, and working towards the attainment of concrete goals. Whether professional (as in a promotion) or personal (like skills development), these goals will keep your team engaged, and much more likely to stay.


Micromanaging


Micromanaging is a surefire way to drive a wedge between you and your employees. This is none truer than in remote working setups, where micromanaging — as in requiring hourly work updates and tracking hours — is generally misconstrued as a lack of trust on the part of management. Whether that’s true or not is moot, as the mere thought of it is enough to demotivate your employees, to the point of making them consider leaving.

Moreover, micromanaging can put undue stress on your employees, who have to deal not just with work, but also with your constant check-ins, nonstop instructions, and grating leadership style. This results in increasing stress levels that can cause burnout and a host of physical maladies that will severely compromise your employees health, until such a time that taking time off or resigning become their only options.

Here are some tips for employees and managers alike –

Ideas for Self-Care when working from home

Tips to keep your Sanity and Productivity Intact when working from home

Not communicating enough


While employees don’t want to be micromanaged, they don’t want to be left in the dark either. They want you to check up on them from time to time, and will appreciate it if you do. This is most true for remote teams, as bumping up communication, according to a previous post on telecommuting by Nishi Grover Garg, is one way you can show engagement and build connections with your employees.

Your failure to communicate, however, can cause friction, confusion, and frustration, as well as a lack of clear direction. It can even stress out your employees, with 4 in 5 Americans admitting to being stressed out due to poor office communication. Tellingly, a 2017 Gallup report underscores the need for better engagement, as it found that excellent workplace communication increases employee retention and productivity by 24% and 17%, respectively.

Here are some tips on Ways to Stay Engaged with your team when Working from Home

exclusively written for testwithnishi.com

by Rowena Jill

Rowena Jill is an entrepreneur and writer who is passionate about inspiring leaders to be better. In her spare time, she loves to bake and tend to her indoor garden.

Image Credits – https://images.pexels.com/photos/3874627/pexels-photo-3874627.jpeg