 OUR TAKE -
Do We Really Want to Hear?
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| Lasting Impressions:
Worry is a misuse of imagination.
-
Dan Zadra
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Last week, I wrote about the often used question at hotel checkout counters: "How was your stay?" That was followed up with thoughts on stale customer input and simple minded results.
One reader chimed in writing: "I agree with you 100%. I feel that most of the people ask the question only because they have to and don't really want an answer. If you answer in the negative, most of them do not know what to do other than say, let me get the manager. An open ended question is much better, gives the customer an opportunity to state their true feelings and get their frustation off of their chest. However, if the facility is truly concerned about customer service, they will hear who is doing a good job, what is working and what is not working so they can continue to improve."
What do you believe is the correlation between a genuine desire to make improvement and a genuine desire to gain customer feedback?
That's my take. What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| Selectica | 0.33 |  | 0.03 |
| eLoyalty | 4.74 | | 0.31 |
| APAC | 2.09 | | 0.1 |
| LivePerson | 2.08 | | 0.08 |
| NetSuite | 10.55 | | 0.3 |
| Astea | 1.84 | | 0.04 |
| CDC | 1.02 | | 0.02 |
| ICT | 4.98 | | 0.08 |
| Pegasystems | 17.96 | | 0.22 |
| Jacada | 2.74 | | 0 |
| HP | 28.85 |  | -0.25 |
| ClickSoftware | 2.85 | | -0.04 |
| Rainmaker | 0.65 | | -0.01 |
| Oracle | 17.1 | | -0.27 |
| ATG | 2.52 | | -0.05 |
| Amdocs | 17.02 | | -0.35 |
| Salesforce | 34.76 | | -0.78 |
| SPSS | 25.88 | | -0.6 |
| Unica | 4.5 | | -0.12 |
| Vignette | 6.46 | | -0.18 |
| NICE | 23.95 | | -0.74 |
| NCR | 8.69 | | -0.33 |
| Tekelc | 12.27 | | -0.48 |
| Epicor | 3.52 | | -0.14 |
| Convergys | 6.93 | | -0.29 |
| Teletech | 9.79 | | -0.41 |
| SupportSoft | 1.63 | | -0.07 |
| Sykes | 14.93 | | -0.65 |
| SAP | 36.09 | | -1.63 |
| Interactive | 8.77 | | -0.66 |
| Chordiant | 2.47 | | -0.21 |
| RightNow | 6.8 | | -0.79 |
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As of 4:00 p.m. on 3/20/09 |
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 NEW IN CRM
News: Salesforce.com Extends Customer Conversations With Twitter
Salesforce.com announced Salesforce CRM for Twitter, enabling companies to search, monitor and join conversations taking place on Twitter directly in the Service Cloud to connect directly with the more than eight million Twitter users. Salesforce CRM for Twitter will help companies search through the millions of "tweets" happening on Twitter every day to find the relevant conversations.(Salesforce
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Article: Top 10 Contact Center Goals
This is going to be a tough year. The best that can be said about 2009 is that it’s going to be a historic year, one that many of us will be talking about for a long time to come. These challenging times present contact center managers with great opportunities to improve their status within the enterprise by meeting their own objectives and helping other departments deliver on their goals. During the most recent recession—in 2001–2002—marketing and sales executives, frustrated by their own departments’ inability to generate sales, reached out to contact center managers to ask for help in achieving revenue goals.(DestinationCRM
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Where is the future of customer experience is going? This is a tough question to answer because where CE ‘should’ go, and where it ‘is’ going might be two different things. The reason they may be different is that marketing managers in charge of CE are still focused on managing existing experiences, instead of creating new customer experiences. So, unless consultants and CE thought leaders can convince them otherwise, the future may simply lay in improved customer service. (CustomerThink
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Rainmaker Systems has been awarded a three-year contract for lead development services by its current Fortune 50 global hardware client. This agreement represents an expansion of Rainmaker's relationship with this client and displaces several existing vendors who have provided these services to this client in the past. Under the agreement, Rainmaker will provide qualified leads and support to the clients' channel partners in the US, including outbound telemarketing services to generate demand for marketing campaigns, driving increased sales by setting appointments with prospects for the client's channel partners and ensuring a favorable customer experience for its customers.(Rainmaker
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News: Convergys Announces Enhancements & New Customer Win
Convergys announced enhancements to its Real-Time Convergent Charging Solution to improve scalability, reliability, and speed-to-market for communications service providers in their delivery of real-time services to their subscribers. Convergys’ Real-Time Convergent Charging Solution is currently deployed in a number of service providers throughout the world – enabling voice, data, and content services to be merchandised to millions of subscribers, regardless of payment type or contract status, all within a single database. The enhanced solution delivers pre-integrated network control capability, supporting 3GPP standard network interfaces such as WIN, CAMEL, and DIAMETER. (Convergys
)
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