 OUR TAKE -
I Did Better Than Guitar Man
 |
| |
| |
|  | Lasting Impressions:
A pessimist is a person who has had to listen to too many optimists.
-
Don Marquis
|
|
Yesterday, I asked CRMAdvocate readers to tell us their best "go social" story - how your customers have used social mediums to share their customer experience stories. I hope to share some great stories about the good, bad, and evil. I will not use company names unless you specifically ask so share your story in confidence. It could really be of help to others.
Today let me share my own version of the guitar man's story. In my case, the prized possession checked in airline baggage was my bicycle. Imagine my surprise when I found my well packed, hardened bike case completely destroyed in baggage claim.
While the case was completely destroyed, I am happy to report the bicycle survived. That made me think that maybe guitar man's musical instrument may or may not have been packed appropriately. So I now wonder if guitar man's lack of satisfaction with the airline might have been partially or wholly his own doing as a result of poor packaging. We may never know.
I am happy to report the airline showed immediate compassion and worked to maximize what they could do to compensate me for my loss and inconvenience. While I wish the destruction had never occurred, it was an acceptable response. Not perfect. I will tell you more tomorrow. What's your take?
Gary Lemke, Publisher
|
|
|
Action Center
 Free Subscription
Submit Content
Industry Events
Webcasts
Archive
Cool CRM
|
 NEW IN CRM
Article: The Silent Killer: Can Successful CRM Destroy Your Business?
Despite so much time and money invested in CRM - collecting data, processing it, drawing conclusions, setting new courses of action – there is still a blind spot that hides a significant risk. What if the CRM strategy designed to build rapid market share with excellent customer service levels is both successful and brings the business to its knees? But worse still, what if all the outward signs of success (physically grew bigger) and traditional measures (gross margin) said ‘CRM policy is on track’, while nobody saw how the seeds of disaster had germinated.(MyCustomer
)
News: LoopFuse Offers Free Marketing Automation
LoopFuse announced the availability of FreeView, a free, fully-functional marketing automation platform designed to meet the needs of SMB marketers. FreeView, the free version of Loopfuse OneView, offers lead scoring, visitor analytics, and multi-flight, responsive email campaigns.(LoopFuse
)
Article: 5 Ways to Boost Productivity in the Contact Center
The performance of many support organizations has hit a wall. In spite of a host of investments, whether in telephony, CRM systems, call routing, or workforce management, performance gains have been incremental, if realized at all. How can support teams realize significant breakthroughs in productivity? Following are five keys steps.(Contact Professional
)
News: International Turnkey Systems (ITS) Turns to The TAS Group
ITS implemented The TAS Group’s Dealmaker sales performance automation platform, including TAS Opportunity and Account Management suite, in late 2009 and saw increased adoption of its CRM system with the completion of 25 key opportunity and account plan reviews, as well as accurate scientific forecasts. The company was convinced that if it could get the right intellectual property in its CRM system and get sales people to see the benefits of following it consistently through, then top-line revenues would follow. The TAS Group’s sales methodology, process, account methodology and Dealmaker on-demand software were embedded by ITS into its CRM system to encourage and reinforce selling best practices.(The TAS Group
)
Didn't read the last edition of CRMAdvocate? Click
here to see what you missed.
| | |
| | |
