 OUR TAKE -
How Was Your Stay?
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| Lasting Impressions:
To change and to change for the better are two different things.
-
German proverb
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I read a story about the often-asked question of hotel desk clerks during the checkout process. It typically is something like, "How was your stay?" I often wonder if the question is meant to encourage customer feedback or avoid it.
Let me explain. My feeling is the question is asked in hopes of a nonchalant "OK" - something that requires no action or additional effort. It is a question to avoid getting real feedback requiring unknown extra effort. In other words, it is something of a "force field" against learning what the guest really thinks.
Instead, I wonder if the question should be something like, "Is there anything we could have done to make your stay more memorable?" This more open-ended question tells the guest that even if everything was OK, the establishment is interested in taking the experience to the next level. An "OK" response could simply be a passing grade with little actionable input. But asking for specific recommendations provides an action agenda.
In the spirit of such thinking, let me ask you, "Is there something we could be doing with the CRMAdvocate newsletter to make it better for you That's my take. What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| Chordiant | 2.74 |  | 0.3 |
| RightNow | 7.44 | | 0.64 |
| SupportSoft | 1.84 | | 0.13 |
| NCR | 8.7 | | 0.49 |
| Vignette | 6.53 | | 0.36 |
| CDC | 0.97 | | 0.05 |
| Salesforce | 33.96 | | 1.69 |
| Sykes | 15.48 | | 0.76 |
| Convergys | 6.87 | | 0.32 |
| SPSS | 25.69 | | 1.14 |
| ATG | 2.45 | | 0.1 |
| Epicor | 3.53 | | 0.14 |
| Jacada | 2.7 | | 0.1 |
| Teletech | 10.1 | | 0.35 |
| Oracle | 15.4 | | 0.5 |
| Unica | 5.13 | | 0.16 |
| SAP | 34.68 | | 1.03 |
| Interactive | 9.1 | | 0.24 |
| NetSuite | 11.42 | | 0.3 |
| Pegasystems | 17.53 | | 0.45 |
| HP | 29.75 | | 0.73 |
| Amdocs | 17.33 | | 0.36 |
| ICT | 4.74 | | 0.09 |
| Tekelc | 12.3 | | 0.2 |
| eLoyalty | 4.7 | | 0.07 |
| NICE | 25.31 | | 0.3 |
| APAC | 1.98 | | 0.02 |
| ClickSoftware | 2.85 |  | -0.02 |
| Astea | 1.87 | | -0.02 |
| LivePerson | 1.85 | | -0.04 |
| Selectica | 0.3 | | -0.01 |
| Rainmaker | 0.63 | | -0.03 |
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As of 4:00 p.m. on 3/17/09 |
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 NEW IN CRM
Article: Empowering Agents: The Trifecta for Success
The quest for accurate, actionable customer insight can seem endless. Companies survey customers, buy them dinner, even give them free products – all in hopes of gauging an opinion or two. These tactics are fine, but a better way to get customer feedback is to simply ask the call center agents. Agents hear the good and bad about a company, and can offer invaluable insight. Unfortunately, in many organizations, agent skills and value are often under-leveraged, and root cause analysis within the call centers overlooked.(Contact Professional
)
Article: Delivering the Right Mix of Multi-Channel Services
In today’s gurgling economy, companies are under more pressure than ever to ensure their customers remain satisfied. Increasingly, customer service improvements hold the key for competitive differentiation and customer retention, and the decisions about how companies define and understand improvements to the customer experience is critical. The most successful organizations are making decisions based on a careful analysis of actual customer needs and desires versus being driven by technology. They have learned that it is important to deliver the right mix of multi-channel services to optimize and simplify customer contact interactions. (Echopass
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News: Conversive Combines Conversation Engine with AI
Conversive announced a new amalgam of technologies to improve the efficiency of spoken interactions between contact centers and the consumers who call them. Conversive Speech Recognition™ software brings the company’s Automated Conversation Engine, text-centric Web chat software, into the speech-recognition area to provide a new artificially intelligent speech recognition capability. Leveraging advanced natural language processing (ANLP), Conversive Speech Recognition may eliminate the clumsy and too-often frustrating “Did you say?” checking phrase experienced with most currently available speech recognition systems.(Conversive
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News: Clarabridge announces Clarabridge Smart Response
Clarabridge announced Clarabridge Smart Response, a real-time, automated customer issue analysis, response, and routing solution powered by text mining. Clarabridge Smart Response is an integrated solution that allows a continuous stream of customer feedback and issues to be automatically analyzed, coded, routed, and adjudicated. The system also generates automatic customer-specific response letters that acknowledge the customers’ negative sentiments or frustrations, specific problems and suggestions, and if appropriate, attaches vouchers, coupons, or other forms of compensation. (Clarabridge
)
Article: Tips for Improving Your B-to-B Lead Nurturing Process
You are under pressure to do more with less these days. And now that someone took the time to download your white paper or attend your webinar the last thing you want to do is miss an opportunity to follow up on their interest. So your call center jumps on the phone to qualify the prospect, and generally ends up leaving a voice message. One reason the voicemail message will likely go unreturned is because it is a pleading push to place a “call-to-action” headlock so to speak.(CustomerThink
)
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