 OUR TAKE -
Stale Customer Input
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| Lasting Impressions:
Creativity is merely a plus name for regular activity. Any activity becomes creative when the doer cares about doing it right, or better.
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John Updike
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Yesterday, we examined the safety of the supposedly safe question at the hotel checkout counter. Perhaps "how was your stay" is not so safe after all.
I suggested a better question might be, "Is there anything we could have done to make your stay more memorable?" Reader response for the most part was in agreement that the question is actually one that does little to encourage meaningful customer feedback. However, others suggested that encouraging a more lengthy conversation is not in the best interest of expediency. Others also suggested the checkout counter lacked the intimacy needed for a guest to fully share their thoughts.
But I'm not ready to let go of the idea of discerning real customer experience information just because of speed or privacy issues. Perhaps there is an opportunity for the guest to jot a few thoughts on a survey form while the bill is being prepared or processed. And that is just one of many ideas that I believe can replace, the stale "how was your stay" question.
That's my take. What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| CDC | 1.07 |  | 0.1 |
| Epicor | 3.79 | | 0.26 |
| Rainmaker | 0.67 | | 0.04 |
| NCR | 9.2 | | 0.5 |
| Convergys | 7.22 | | 0.35 |
| SAP | 36.26 | | 1.58 |
| Amdocs | 17.95 | | 0.62 |
| ClickSoftware | 2.95 | | 0.1 |
| SPSS | 26.59 | | 0.9 |
| Selectica | 0.31 | | 0.01 |
| Salesforce | 34.98 | | 1.02 |
| Oracle | 15.83 | | 0.43 |
| Sykes | 15.91 | | 0.43 |
| NetSuite | 11.19 | | 0.3 |
| ICT | 4.87 | | 0.13 |
| LivePerson | 1.9 | | 0.05 |
| RightNow | 7.64 | | 0.2 |
| Interactive | 9.34 | | 0.24 |
| Tekelc | 12.6 | | 0.3 |
| Chordiant | 2.8 | | 0.06 |
| Pegasystems | 17.9 | | 0.37 |
| ATG | 2.5 | | 0.05 |
| eLoyalty | 4.75 | | 0.05 |
| Teletech | 10.14 | | 0.04 |
| Unica | 5.09 |  | -0.04 |
| NICE | 25.08 | | -0.23 |
| Vignette | 6.47 | | -0.06 |
| APAC | 1.93 | | -0.05 |
| HP | 28.99 | | -0.76 |
| Jacada | 2.6 | | -0.1 |
| Astea | 1.8 | | -0.07 |
| SupportSoft | 1.7 | | -0.14 |
|
As of 3:59 p.m. on 3/18/09 |
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