Currently viewing the tag: "enterprise feedback management"
Yesterday (when I began to write this) Allegiance (a Voice of the Customer – nee Enterprise Feedback Management vendor) announced they were launching their platform to deliver Voice of the Customer functionality via Social Media channels. I saw a demo of SocialVoice last week, and there are some very interesting features.
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Isn’t there some sense of irony that the largest analytics company in the world, with the most products and the highest scalable solutions (yeah, go ahead and tell me about better, larger, cuter companies in the comments) had not even entered the Social Media world until now? After all, we are talking about a ready-made [...]
Part 1 – Introduction Part 2.1 – Pivot Point Part 2.2 – Business Functions
It is important to recap a couple of things that we said before:
The SCRM Strategy is composed of multiple sub-strategies, some of which you may already have in [...]
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
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 [...]
A Methodology for Crafting Awesome Experiences – Part 1, Introduction A Methodology for Crafting Awesome Experiences – Part 2, Strategic Measurement Framework
In this installment, we are covering the first of the four stages of the Methodology, Designing the Customer Experience.
Designing [...]
Censoring your community will kill it.
There are many organizations that would like to “implement” communities for their products or services. The purported benefits of great Word-of-Mouth advertising and the likelihood of collecting valuable feedback seem too attractive. At the same time, they fret over the incorrect message or information being posted to their community [...]
(If you have not read the previous entry, the introduction to this methodology, you can do so here)
In this second part I want to cover the Strategic Measurement Framework I use.
Most organizations attack customer experiences in the same way: isolated islands of processing [...]
Feelings cannot be measured.
Lighting cannot be caught in a bottle.
Cold Fusion is (for now) a dream.
The only difference between these three statements is that some people will actually believe that the first one is wrong. They are the ones who will try to measure customer satisfaction or customer loyalty. The same way [...]
Big Brother is everywhere. He knows everything, controls everything.
Does he belong in your communities?
The biggest fear I come across when building communities for clients is the loss of control over the content. What if my competitor comes into my community and spreads lies about my product? What if the people who participate don’t [...]
