| Stock Ticker |
| eLoyalty | 5.15 |  | 0.21 |
| SupportSoft | 3.36 | | 0.11 |
| Salesforce | 70.12 | | 1.89 |
| Teletech | 20.48 | | 0.52 |
| ClickSoftware | 2.9 | | 0.05 |
| NCR | 25.61 | | 0.41 |
| NetSuite | 18.99 | | 0.3 |
| Oracle | 21.31 | | 0.31 |
| NICE | 29.93 | | 0.36 |
| Amdocs | 29.77 | | 0.35 |
| Tekelc | 14.83 | | 0.12 |
| Epicor | 6.96 | | 0.05 |
| Rainmaker | 2.94 | | 0.02 |
| ICT | 8.25 | | 0.05 |
| Vignette | 12.03 | | 0.03 |
| Unica | 8.05 | | 0.01 |
| Sykes | 18.82 |  | -0.04 |
| SPSS | 36.24 | | -0.13 |
| SAP | 51.89 | | -0.22 |
| HP | 44 | | -0.21 |
| Pegasystems | 13.37 | | -0.09 |
| Intervoice | 5.65 | | -0.05 |
| ATG | 3.17 | | -0.03 |
| Convergys | 14.68 | | -0.18 |
| LivePerson | 2.76 | | -0.05 |
| Nortel | 8.03 | | -0.19 |
| Astea | 3.56 | | -0.1 |
| Interactive | 11.25 | | -0.39 |
| CDC | 2.4 | | -0.09 |
| Chordiant | 4.81 | | -0.19 |
| Selectica | 1.26 | | -0.09 |
| APAC | 1.49 | | -0.11 |
| RightNow | 12.64 | | -1.03 |
|
As of 4:00 p.m. on 7/1/08 |
|
| |
 "Our Take"
| | About
"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.
|
8/7/06 - "All Hands on Deck"
Last week, I wrote that the way a company reacts to a poor service experience can be an important element in building trust, confidence and loyalty. To illustrate the point, I shared the story about Tylenol's reaction to their tampering crisis and how their proactive steps helped regain consumer confidence and avert disaster.
That prompted some of you to respond saying that it doesn't have to only be a reactive, "all hands on deck" strategy. There may be those unforeseen instances that test a company's commitment to doing the right thing but how many times does service "break" in the normal course of business and, more importantly, have you institutionalized processes to handle broken service events?
One attribute of a well run company is established policies and guidelines to address situations when service breaks. If you are reading this, perhaps you might consider an audit of how your organization handles those situations when service breaks. Are those moments of truth helping or hurting your brand?
Gary Lemke, Publisher
(Share your thoughts)
| |
|
