Currently viewing the tag: "customer experience management"
Master Interviews: 1 – Frank Eliason (@comcastcares) talks about justifying SCRM Master Interviews: 2 – Marshall Lager (@Lager) talks about the Future of SCRM Master Interviews: 3 – Bob Warfield @BobWarfield) talks about the World of SCRM
In [...]
I attended the opening Keynote this morning with Paul Greenberg at CRM Evolution 2009. There were some very interesting things that Paul discussed that I want to share with you and elaborate on.
First the summary of what he covered.
Started by ensuring we all understood that the Social Revolution is not new (remember epinions.com? [...]
IVR systems get no respect.
An IVR could be considered a great addition to a call center. It handles all incoming calls, resolves the simple requests for service through interactive applications, routes the calls to the most appropriate agent, and captures identifying information to pass along . Is the perfect attendant and can scale to [...]
Part 1 – Introduction Part 2 – Strategic Measurement Framework Part 3 – Design Part 4 – Validation
If you had not had a chance to read through previous installments, please do so you can [...]
Organizations have an unhealthy obsession with Customer Loyalty.
Fact is, and I wrote about it before, that what we measure as loyalty is not even real loyalty. Loyalty, same as satisfaction, is a feeling, an emotion and it cannot be measured or repeated.
You can point me to the countless studies [...]
Part 1 – Introduction Part 2 – Strategic Measurement Framework Part 3 – Design
If you had not had a chance to read through previous installments, please do so you can find the proper context.
OK, so far we have [...]
You cannot gain loyalty out of just one interaction.
Nor can you gain loyalty by crafting awesome experiences. Loyalty is the end-goal of a well-traveled mountain path littered by barriers and detours. There are many advantages to it, but just only one way to get it. No matter who you are.
Implementing loyalty programs or [...]
Three Reasons Comment Moderation is Wrong (and one why it works)
Moderating comments is interrupting a conversation.
If you are running an age-appropriate blog and want to ensure that the comments are kept in line with the law, you may have a case.
The idea behind a blog is to spark the imagination of the reader, get them engaged, have them contribute. That the community and [...]