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Customer experience isn’t just about giving customers a good time. It’s about understanding just how good a time (or not) you are giving – and making adjustments. Customer experience is a leading KPI for the customer-centered organization, and if it is to have its rightful place in your company it must precede and even supersede operational command and control metrics. But whilst many organizations have a strong desire to improve their customers’ experience, they are hampered by barriers to effective measurement – their feedback loop is blocked. |
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Monday, 10 March 2008 |
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Be careful what you wish for," the saying goes... "you might get it!" And this could be particularly apt when it comes to customer data. There's been a spike in the demand for customer metrics recently. Firstly, an increasing number of CEOs are recognizing that non-financial measures such as customer satisfaction are as important to their investors as traditional financial figures |
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Monday, 03 March 2008 |
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The fact that so many CRM systems have been designed from the fixed mindset perspective, seeing intelligence about customers being predictable, supporting processes that are not flexible enough to allow either for tackling obstacles or allowing for negative customer feedback to percolate up an organizations' ranks needs to change. |
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Monday, 03 March 2008 |
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If you had to pick between one of these two options, which would you choose? A. Jab yourself in the eye with a sharp stick; or, B. Call a customer service number to ask a question, lodge a complaint or request a service. |
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Monday, 03 March 2008 |
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In the latest grab for consumer insights, more marketers are tapping into an often-ignored in-house resource: The customer call center. True, many of the consumers are cranky and calling only because they're already disenchanted with a product or service. But call centers can still deliver boatloads of data, often in a much faster time frame than other forms of research. |
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Wednesday, 20 February 2008 |
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Outsourcing call center work to offshore destinations is in a rapid growth phase with key delivery centers such as India, Philippines and central and Eastern Europe experiencing annual growth rates in excess of 30 percent, according to a new study. |
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Wednesday, 20 February 2008 |
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Cost-conscious outsourcing could cripple your business for years if you don't hammer out innovation expectations up front An important survey of major companies using outsourcing services shows a deep dissatisfaction with the outsourcing experience despite the fact that these same companies say they achieved as much as a 25 percent ROI. |
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Wednesday, 20 February 2008 |
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Those dissatisfied with outsourcing deals cited high costs, poor communications, and underestimating the project's scope. Too many businesses take a short-sighted view of their outsourcing contracts, concludes Deloitte following a recent study. |
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Monday, 18 February 2008 |
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Poor customer service from airlines is legendary. It's cliche. It's so common that when we do get great service we feel like we've won the lottery, if only for a moment. But it doesn't have to be that way. Sure, airlines have big challenges that can be obstacles to providing great customer service. So do many other companies that find ways to provide remarkable service to their customers. They choose to overcome their challenges and they take care of their customers very well. And they do it consistently. |
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Friday, 08 February 2008 |
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Without metrics to track performance, marketing and business plans are ineffective - Businesses need to know which success factors require measuring and understand the difference between measurements - the raw outcomes of quantifying; metrics - ideal standards for measurement; and benchmarks - the standards by which all others are measured. |
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Wednesday, 06 February 2008 |
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