OUR TAKE -  How Far for Good Karma?     Lasting Impressions: It's better to be an authentic loser than a false success, and to die alive than to live dead. - William Markiewicz Do you remember the story about the biker mom who tweeted when she felt wronged by a restaurant? The primary lessons learned in this example were to recognize and respond quickly which requires a certain amount of corporate limberness (also see more limberness).   One reader responded, "I like the idea of a business being limber. In the case of the biker Mom it was a service policy, easy to change, with no or little physical pay out for the company. In fact maybe they benefited from the notoriety for responding. The guitar man I'm not so sure. An item was damaged. Was the guitar shipped in a cardboard box or a solid protective travel case?"   The reader goes on asking, "How much do we expect a company or someone to fix our own oversights? It's nice to hear companies adjusting to meet customer needs, sad when it's done out of pressure. I'm concerned with the expectation created about fixing my mistake. How far can a company be expected to go out of pocket for good karma?"   So this is my homework question of the week for you. How does your organization determine how far to go when responding to a disgruntled customer? What's your take?   Gary Lemke, Publisher          Action Center         Free Subscription         Submit Content         Industry Events         Webcasts         Archive     Cool CRM                     NEW IN CRM   News:    Speech Analytics Enhances Performance at Telefónica O2 Ireland Telefónica O2 Ireland implemented Verint's Impact 360 Advanced Speech Analytics solution to help identify €1 million in potential savings by uncovering the underlying issues that prompt calls into its contact center. By mining recorded calls and analyzing customer interactions, the speech analytics software from Verint Witness Actionable Solutions is helping O2 Ireland spot trends and opportunities, identify and respond to the root causes that result in unnecessary calls for customers, and gather key market intelligence. (Verint )   Article:    The Most Used – Useless Metric In Sales! One of the top issues CEO’s, CFO’s, and even Chief Sales Officers have is forecast accuracy. One of the most used forecasting methodologies based on a “weighted revenue” approach. This approach takes the sum of all opportunities in the pipeline, multiplying the revenue for each opportunity by a probability factor. This makes sense statistically, it’s called expected revenue. For example, if you have a $100,000 sale and a 70% probability, the expected value of the sale is $70K — we know this from statistics. So what’s the problem? The root of the problem is really in the way most organizations assess the probability factor. (CustomerThink )   News:    Sword Ciboodle Adds New Social CRM Offering Sword Ciboodle announced the launch of Ciboodle Crowd, a new social CRM product created to weave together online communities and customer service. Ciboodle Crowd enables organizations to service the social customer on their terms, via social communities and forums where customers can interact directly with the organisation, and each other. Ciboodle Crowd assists agents with developing relationships between the customer and organization and provides a customer forum that encourages peer to peer discussion to resolve problems and queries.(ciboodle )   Article:    Crumbling into Communities Even as Facebook's membership nears the half-billion mark, your customers are splintering into thousands of other communities. Whether or not these groups are yours, you need to pay attention. “Community” and “communication” sound so much alike that we’re often shocked when we rediscover how ill-suited either one really is in driving the other. Part of the problem is that communication thrives on simplicity, whereas the best communities emerge from a messy morass. Communication is best when it’s linear, and, at most, two-way; community is multiphasic and multidirectional. Communication is (occasionally creative) order; community is (mostly controlled) chaos. (DestinationCRM )   Didn't read the last edition of CRMAdvocate? Click here to see what you missed.

Copyright (c) 2010 CRMAdvocate - 14059 Old Mill Circle, Carmel, IN 46032 (+1 317.810.9585)   All Rights Reserved.   Privacy Policy