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12/1/06 - More Words of Wisdom
Yesterday, I shared wisdom from Sir Colin Marshall who eloquently stated that customers don't always expect things to go right. Rather, it is what we do to correct the matter that really matters.
Indeed, research presented by John Goodman of TARP confirms that a company can actually create higher levels of loyalty if it rectifies an error in a satisfactory manner than if the problem had never happened. Each instance of "something going wrong" is a chance to build loyalty but it also a chance to become better.
"Customer complaints are the schoolbooks from which we learn" (Unknown). Or as Bill Gates wrote "Your most unhappy customers are your greatest source of learning." What are you doing to systematically learn from unhappy customers?
Gary Lemke, Publisher
(Share your thoughts)
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TOP NEWS OF THE WEEK (more)
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HP announced a broad portfolio of "Microsoft-Ready" products, services and solutions to help ensure customers experience a seamless transition to Windows Vista, the 2007 Microsoft Office system and Microsoft Exchange Server 2007. HP will support the latest Microsoft products through interoperability with its enterprise hardware and software offerings -- including HP ProLiant and HP BladeSystem servers, HP StorageWorks products and HP Software.
Companies can cut finance process costs by over 40% through the use of shared services, and also improve customer satisfaction, process quality, and productivity. But many companies never see these gains, due to common errors in their sourcing decision making or implementation efforts, according to new research findings from The Hackett Group.
Fuze Digital Solutions announced that the Fuze Suite v6.2 release will enable companies to offer customers its complete customer care solution in their native language. Newly supported languages include Spanish, French, and German.
Envox Worldwide announced the availability of Envox CT Connect 7, the latest version of the Company's standards-based CTI software. Envox CT Connect 7 provides enhanced computer telephony interoperability with IP communication networks and integration with platforms based on Web Services or service oriented architectures.
Orange Business Services has launched a new suite of SIP multimedia services based on Nortel technology. "Business Together" from Orange Business Services unifies onto a single interface all the necessary tools for a company to optimize their team working environment. It does this through telephony, collaboration, instant messaging and multimedia communications; all safely accessibly from a computer, an IP Phone or a mobile smartphone.
Pragmatech and salesforce.com announced the availability of Presentation Express and Proposal Express for the AppExchange. Through the integration of Pragmatech sales knowledge applications Presentation Express and Proposal Express with Salesforce, sales reps can automate best practices into their CRM-driven customer communications.
Works Out Software announced the availability of a new version of its flagship product, CallButler, that integrates with the Skype internet telephone service. The CallButler for Skype solutions offer the more than 130 million Skype users the ability to integrate advanced calling features with their Skype accounts.
Parature announced that Caselle has incorporated client self-service and is managing their service quality levels through Parature's Customer Support Solution.
InsideView, the on-demand sales intelligence service provider, announced the expansion of its contacts database through collaboration with ZoomInfo, a business information search engine used to collect and organize information about people, companies, products and industries. InsideView is an on-demand sales intelligence service that offers an automated approach to customer research and lead list generation to deliver qualified leads in less time.
Salesforce.com announced ApexConnect, which aims to provide customers a family of solutions for on-demand integration success, including the new ConnectOut feature of the Apex on-demand platform.
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 FEATURE WEBCAST (more) |
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"Optimizing the Customer Experience for Web Self-Service "
Allen Bonde, Senior VP, Strategy & Marketing, eVergance
Customers want - and have come to expect - great service. But, when it comes to self-service, many sites are still offering only static search and simple FAQs... with poor customer satisfaction and high escalation rates as a result. Get expert advice from self-service guru Allen Bonde and KNOVA Software CTO Mark Angel as they explore new ways to create an online self-service experience that cuts costs and delights customers with personalization and efficient resolution. You'll learn how to align business and user needs, drive adoption and measure the impact of your solution via targeted self-service metrics.
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 Research Notes (more)
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 White Papers (more)
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A Strategic Guide to Self-Service for the IT Help Desk - Self-service support can be a make-or-break proposition. A self-service strategy that is properly developed, tested, implemented, and managed over time can add remarkable business value through saved costs and improved employee productivity.(Pete McGarahan)
|  | | Contact Center Manager KPI Survival Guide - Contact center managers are confronted with volumes of data and dozens of reports generated by automated and manual systems and processes. They may have a surfeit of metrics, but lack the fundamental information needed to manage their operating environment. Too often contact centers have no way of systematically measuring and communicating how well internal and corporate objectives are being met and identifying where change is required.(DMG Consulting)
| | | Defining CEM - When Joe Wheeler and Shaun Smith wrote "Managing the Customer Experience - turning customers into advocates" in 2001, they did not realize that it would help to stimulate a worldwide interest in CEM that is growing all the time. For example, a 2005 Forrester survey found that 83% of executives considered customer experience to be more important than in the previous year. This year the figure is even higher. The question is why has CEM become such an issue for organizations.(GCCRM)
| | | Marketing Automation: The New Automation Frontier - Marketing, it's show time. Finance was automated in the 1960s, HR in the 1970s, manufacturing in the 1980s, and sales and customer service in the 1990s. This is the decade for marketing automation.(MarketingCentral)
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 Case Studies (more)
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AFLAC Increases Efficiency With etalk - AFLAC purchased e-talk Recorder and etalk Advisor. The integrated system enables call center supervisors to set up automatic recording times based on a specialist's schedule, something that was impossible with the old completely manual system.(etalk)
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October 22-24,2007: The 9th Annual Help Desk Professionals Conference and Exp - Are you gaining access to qualified competent speakers delivering fresh content year after year? Are you being taught how to make immediate improvements in your work efforts and to benefit from fresh information? Are you being presented great content without being sold products or services? The 9th Annual Help Desk Professionals Conference and Expo does all this while bringing together the brightest experts and the most forward-thinking Help Desk leaders to discuss the trends and opportunities that are redefining the future of the Help Desk industry.
| | | Jan. 22 - 24, 2007: Mobile Customer Retention & Loyalty - This event will consider the changing nature of mobile customer loyalty in marketplaces around the world and equips operators with the tools and strategies needed to tackle churn. Features more operator case studies, interactive sessions, networking opportunities and innovative speakers from related industries sharing their experiences!
| | | February 21-21, 2007: Call Center Demo & Conference Miami - Whether February finds you in the middle of a Boston blizzard or cooler temps in Tennessee, Call Center Demo & Conference's exciting, new location - MIAMI - is sure to be an inviting change of scenery come late February.
| | | February 26-28, 2007: Linkage Strategies 2007 - Finally, the one event highlighting the entire customer feedback continuum - from collection to analysis to action - and how to WOW your customers every step of the way. Hear action-oriented perspectives to help you do your job better, faster and smarter from executives in leading organizations including: Wachovia, Hewlett-Packard, Oakland A's, Roche Diagnostic¸ Motorola, Inc., JetBlue Airways¸ American Girl, Bank of America, Kraft Foods¸ CA, Inc.¸ Fairmont Hotels & Resorts, Allstate Insurance, UBS Financial Services, FedEx, PGA Tour, GlaxoSmithKline, 3M, HSN, and many more
| | | May 7-9, 2007: The 6th Annual Government Customer Support Conference and Exp - The ONLY Conference Designed Specifically for Government Customer Service and Support Centers, Call Centers, Contact Centers, Service Desks, Help Desk, and Web Service Portals
| | May 21 - 23, 2007: Call Center Demo & Conference Dallas - This conference provides a 360-degree view of the factors affecting the contact center industry-from up-and-coming trends to the latest products and services on the market.
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| CRMAdvocate Stock Index |
| CRMSI | 58.75 |  | -0.95% |
| Dow Jones | 12,180.83 |  | 0.09% |
| Nasdaq | 2,412.05 | | -0.51% |
| S&P 500 | 1,396.41 | | 0.09% |
| Top Gainers |
| Witness | 19.58 | | 19.58 |
| Nortel Networks | 20.88 | | 18.75 |
| Amdocs | 38.62 | | 0.25 |
| Top Losers |
| ICT Group | 32.8 | | -1.13 |
| SAP | 51.38 | | -0.86 |
| Sykes | 16.54 | | -0.76 |
| Complete Stock Index |
| As of close 11/30/06 | |
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