Currently viewing the tag: "experience"
First part is available here for your review.
This was supposed to be part 2.0 but an exchange in the comments section to part one convinced me that I was assuming a lot of things were known when in reality they may not be known. So, instead of 2.0 this [...]
I had to let some time go by between the latest definition controversy and this post so I could say that this is not about definitions. Those are done.
This is about how a business undertakes the road to becoming a social business while dealing with customers (fine, how does a business [...]
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 have made adjustments to the way I think about Loyalty.
I want to thank everyone for participating, reading, commenting, and for providing very thoughtful point-of-views that I had not considered before. I went through all the comments and summarized them into six lessons learned:
The choice of loyalty remains [...]
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 [...]
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 [...]