 OUR TAKE -
Hunger Revisited
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| Lasting Impressions:
The greatest treason is to do the right thing for the wrong reason.
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T.S. Eliot
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When I wrote about new hungrier standards and a new class of loyal customers, I didn't realize I would see such an outpouring of reader response. One particular perspective caught my attention and I wanted to share it with you.
He wrote, "I completely agree on service improving... been talking about it with my friends and colleagues for a while. I think it is a result of: 1) the provider wanting to provide better service, to retain customers and differentiate; 2) employees fearing for their jobs, and; 3) the customer/employee ratio has changed... in general traffic is down which makes more employees available to serve the fewer customers."
On the other side of the coin, I heard from others that employees are too worried about their job security to focus on the customer experience. And in other situations, the ratio of customers to employees has actually gone the other way because layoffs mean fewer employees to assist customers.
I find it incredibly interesting that two businesses facing the same situation can end up at different ends of the spectrum. How has hunger changed your business? That's my take. What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| Unica | 4.44 |  | 0.44 |
| Convergys | 6.31 | | 0.44 |
| CDC | 0.8 | | 0.05 |
| Salesforce | 30.02 | | 1.86 |
| Teletech | 8.98 | | 0.42 |
| Interactive | 8.8 | | 0.41 |
| Chordiant | 2.17 | | 0.09 |
| NCR | 7.47 | | 0.31 |
| NICE | 20.55 | | 0.85 |
| Epicor | 2.93 | | 0.12 |
| APAC | 1.98 | | 0.08 |
| NetSuite | 9.01 | | 0.3 |
| SupportSoft | 1.65 | | 0.05 |
| Amdocs | 16.69 | | 0.48 |
| SAP | 33.11 | | 0.87 |
| ClickSoftware | 2.81 | | 0.07 |
| LivePerson | 1.83 | | 0.04 |
| Pegasystems | 13.97 | | 0.29 |
| Sykes | 14.21 | | 0.25 |
| Tekelc | 12.36 | | 0.21 |
| HP | 28.65 | | 0.48 |
| ATG | 2.25 | | 0.03 |
| SPSS | 24.11 | | 0.14 |
| Selectica | 0.35 | | 0 |
| Astea | 2.12 | | 0 |
| Oracle | 14.96 |  | -0.05 |
| Vignette | 6.27 | | -0.04 |
| RightNow | 7.37 | | -0.17 |
| Rainmaker | 0.55 | | -0.02 |
| ICT | 4.22 | | -0.22 |
| eLoyalty | 4.4 | | -0.26 |
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As of 4:00 p.m. on 3/4/09 |
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