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Nortel1.69    0.12
ClickSoftware2.36    0.16
NetSuite12.11    0.3
Chordiant3.25    0.03
Intervoice8.24    0.02
eLoyalty4.2    0
Tekelc12.75    -0.08
Amdocs25.02    -0.3
CDC1.33    -0.02
Selectica0.98    -0.02
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As of 3:48 p.m. on 10/9/08

 
 


  "Our Take"

(Past Editions by: Date, Title, Topic)

 
"Our Take" 
"Our Take" is a collection of daily vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions, epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
 
 
3/10/08 - What Did You Expect?
Last week, I shared one reader's comment that people make the difference. The reader said that a great hotel is nothing without great people. That sparked the following comment from another reader:
 
"It depends on how value is delivered in terms of the what or who. When I go to a discount store, I don't expect people to wait on me and the prices are usually in line with that. If I go to the Ritz, I expect to get great service ... if I don't, I remember it. The question is around the expectations you bring to the experience, which could be realistic or non-realistic. If you expect to get amazing service when you are paying a deep-discounted price, you are fooling yourself. Satisfaction = Perception - Expectation."
 
I buy into the pragmatic approach. No frills airlines seem to thrive when they set expectations low and have the ability to deliver or even exceed expectations. There is wisdom in the old saying, "Give them a little more than they expect."
 
Gary Lemke, Publisher
(Share your thoughts)
 

 
 

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