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12/5/06 - Learning from Unhappy Customers - Part II
Yesterday, we talked about why people spend some much resource learning what to change but do not always make the same investment to affect change. A few of you offered reasons why we avoid, fear, or delay change that might otherwise improve the customer experience. Here are a few:
First, there may be an unwillingness to invest in change - infrastructure, people, training, etc. A corollary is that change can be difficult. Another associated roadblock to change is the fear that the effort may not be work the investment. And lastly, some fear that a change might have unexpected results that actually have the opposite affect and degrade the overall customer experience. Lastly, it's sometimes simply viewed as too much work.
Let me leave you with two quotes from author Marlene Blaszczyk. First, "If you don't care, your customer never will." And, "Look through your customer's eyes. Are you the solution provider or part of the problem?"
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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ICT GROUP announced that it has acquired Proyectar Connect S.A., an Argentina-based customer management services company with headquarters in Buenos Aires, that provides customer care, telesales and help desk/technical support services.
Nortel announced new capabilities for its SIP Contact Center 6.0 solution that adds new dimensions to customer service through a versatile range of communication choices. Customers benefit from capabilities that will let them interact with agents via video or start a call with one means of communication then change to another within the same session.
Oracle announced the immediate availability of Oracle Business Process Analysis Suite which provides business users the ability to model, publish, simulate and optimize business processes that span the enterprise.
Unica announced the latest version of its web analytics solution, Affinium NetInsight 7.1. New capabilities in Affinium NetInsight 7.1, including visual exploration capabilities, will enable online business marketers to optimize web sites and Web 2.0 applications with analysis of customer behavior.
BroadVision announced that Audible.com has expanded its use of the BroadVision Commerce platform in preparation for the holiday season.
Witness announced that the second generation of its Impact 360 Workforce Optimization solution is compliant with key IP telephony and contact center solutions from Avaya.
Bluefly has selected ATG Commerce to re-launch its online store and drive a more personalized approach to selling designer fashions to a rapidly expanding base of customers.
Click to Call enables PCMag.com visitors to immediately connect to a product manufacturer's customer service representative -- by telephone -- with a simple click of a button. Through a partnership with eStara, PCMag.com is the first Web publisher to utilize this technology within its product review pages to deliver leads to national advertisers.
GMT announced that Country Home Products has deployed the GMT Planet suite to manage its customer care center. The outdoor power equipment supplier's implementation replaces a Blue Pumpkin system and provides numerous benefits, such as improved call center agent scheduling, greater adherence to schedules, and empowered agent interactions.
CDC Software announced that Litehouse Foods has increased visibility and productivity throughout the organization using CDC Software's Ross' Enterprise Performance Management (EPM) Sales Analytics application.
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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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| CRMAdvocate Stock Index |
| CRMSI | 59.46 |  | 0.41% |
| Dow Jones | 12,291.46 | | 0.25% |
| Nasdaq | 2,450.46 | | 0.15% |
| S&P 500 | 1,411.22 | | 0.38% |
| Top Gainers |
| Witness | 19.56 | | 19.56 |
| Nortel Networks | 21.32 | | 0.54 |
| SAP | 52.23 | | 0.52 |
| Top Losers |
| Unica | 11.16 |  | -0.93 |
| Amdocs | 38.4 | | -0.56 |
| SPSS | 28.5 | | -0.41 |
| Complete Stock Index |
| As of close 12/04/06 | |
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