 OUR TAKE -
Burned Bridges Don't Include the Loyalists
 |
| |
| |
 | Recent Editions of CRMAdvocate
|
| Lasting Impressions:
Chains of habit are too light to be felt until they are too heavy to be broken.
-
Warren Buffett
|
For the most part, CRMAdvocate readers applaud Dominos Pizza for their bold move to create change in customer sentiment. Most companies would never consider showcasing negative feedback so publicly. I suggested they are burning their bridges allowing no room for retreat. While risky, the strategy does somewhat disarm those who have come to form an unfavorable opinion of the pizza maker. However, what about loyalists who like the pizza?
Let's look at three segments. To the first group, people who have eaten the pizza and don't like it, the message is "give us another chance." To the second group, people who have never tried Dominos, the message is "we are better so give us a try." So far, so good.
To the third group, people who currently like Dominos, the message is not so clear. Some might feel what they like just got better - that new and improved feeling. However, other loyalists might feel betrayed by being denied what they have come to expect.
Let's keep an eye on this one to see how the loyalists react. My guess is the "new and improved" message will work with the loyalists as other factors besides taste come into play - price, convenience, etc. If it doesn't work, can anyone say Dominos Classic? That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
|
|
|
Action Center
 Free Subscription
Submit Content
Industry Events
Webcasts
Archive
| Stock Ticker |
| Unica | 7.92 |  | 0.46 |
| eLoyalty | 6.46 | | 0.34 |
| ClickSoftware | 7.16 | | 0.27 |
| SupportSoft | 2.7 | | 0.08 |
| Rainmaker | 1.48 | | 0.04 |
| Teletech | 18.79 | | 0.45 |
| Chordiant | 3.71 | | 0.07 |
| HP | 50.06 | | 0.77 |
| NetSuite | 15.89 | | 0.24 |
| NCR | 12.24 | | 0.17 |
| Sykes | 24 | | 0.3 |
| Microsoft | 29.32 | | 0.36 |
| Amdocs | 29.45 | | 0.28 |
| Tekelc | 15.59 | | 0.11 |
| SAP | 46.21 | | 0.31 |
| ICT | 15.82 | | 0.05 |
| NICE | 30.02 | | 0.02 |
| Selectica | 0.29 | | 0 |
| Astea | 3.22 | | 0 |
| Jacada | 1.5 | | 0 |
| Epicor | 8.07 | | 0 |
| Oracle | 24.03 |  | -0.12 |
| Convergys | 11.05 | | -0.06 |
| Salesforce | 64.13 | | -0.41 |
| Interactive | 19 | | -0.13 |
| ATG | 4.33 | | -0.03 |
| Pegasystems | 32.93 | | -0.25 |
| RightNow | 16.95 | | -0.15 |
| CDC | 2.45 | | -0.07 |
| APAC | 5.14 | | -0.22 |
| LivePerson | 6.41 | | -0.28 |
|
As of 4:00 p.m. on 1/25/10 |
|
 NEW IN CRM
Article: Protecting CRM Customer Data Requires Vigilance
Securing customer data is vital and requires examining vendors as well as internal and external threats. The average cost of a data breach is $202 per customer record, whether the breach comes from a hacker, inadequate systems, or a disgruntled employee. Here are some tips on how to protect your customer data inside and outside the company. (NewsFactor
)
News: Marketing Effort Helps Community College Boost Efficiency
An automated multi-channel marketing effort is boosting efficiency and customer service at Ivy Tech Community College, a large community college. Powered by email marketing firm ExactTarget and Indianapolis-based The Jackson Group, the multichannel campaign triggers personalized emails, direct mail and phone calls featuring requested materials or updates on enrollment status to prospective and returning students. The automated system known as JUMP, or the Jackson Ultimate Marketing Platform, assigns prospective students a media code based on how they first interacted with the college – whether at a high school visit, online or on campus. (ExactTarget
)
Article: Luxury Brands Embrace Social Media
Retailers suffered over the last year and luxury brands were no exception. Coming out of the recession, these high-end retailers are embracing change, or what this morning's session at the National Retail Federation's 99th Annual Conference and Exposition deemed, "The New Luxury Paradigm." Perhaps the most significant change is the increased adoption of social media, marked by an imperative to connect with consumers on a personal level. Like the rest of the retail market, the luxury space has been on the defensive.(DestinationCRM
)
News: inContact Signs International Lodging and Hospitality Company
inContact has signed a contract with one of the world’s largest hotel groups for the inContact automated call distributor (ACD) to route calls into one of its customer service and sales divisions. inContact was selected to replace the customer’s existing premise-based solution to improve the overall customer experiencehrough improved routing.(inContact
)
News: Tigerpaw Bares its Teeth with New Version
Tigerpaw announced today its plan to release a new version of its CRM software. The new version provides a new user interface, enhanced customer and employee web portals designed and built on ASP.NET technology, email analytics, workflow improvements, and other enhancements to make Tigerpaw easier to use. This rollout reflects a larger move by Tigerpaw to grow its product usability, continue to improve the ease-of-use, and create functionality over the course of the next two years. In December 2009, Tigerpaw shipped its new Customer Web Portal, the Outlook to Journal Connector (an Outlook add-on which ensures that all incoming and outgoing emails make it into Tigerpaw with no user intervention), and the Tigerpaw Zenith Integrator. (TigerPaw
)
Didn't read the last edition of CRMAdvocate? Click
here to see what you missed.
| | |
| | |
