OUR TAKE -  Empowered Self-Service Options     Lasting Impressions: The good things take care of themselves. We want to find all the negatives. - Wayne Huizenga When I created the scenario of an airline agent telling a passenger to "change your own seat" my point was to highlight the advantage of empowerment through self-service. But many readers responded with stories of rude treatment by airline agents or other customer service representatives.   But consider a few other thoughts on the idea. One reader responded, "In some ways this is an example of the old maxim 'if you want something done right you just have to do it yourself.' So who would argue with that? One has to get the help when one doesn't have access to the information."   Another wrote, "Some people will see this as empowering. Others will see it as an imposition on their time. The only way the airline can 'win' on this one is to make the 'self-help' route optional."   So maybe my scenario would have been more helpful if the agent used the opportunity to educate the passenger of the option to change their own seat. That's my take. Do you agree? What's your take?   Gary Lemke, Publisher          Action Center         Free Subscription         Submit Content         Industry Events         Webcasts         Archive     Cool CRM                     NEW IN CRM   Article:    4 Ways to Boost Customer Experience When thinking of companies that deliver outstanding customer experiences, some old champions might come to mind: Barnes & Noble, Zappos.com, Apple, Amazon.com, for instance. But what is it that makes these companies stand out? And how can low-performing businesses climb up the ladder to deliver better experiences? According to Paul Hagan, Forrester Research analyst and author of the report, "How Companies Improve Their Customer Experience Scores," there is no secret sauce. Reconfiguring customer experience doesn't happen with a software implementation or a fancy marketing scheme; rather it happens with process reorientation, enterprise-wide adoption, and close attention to what customers like. (DestinationCRM )   News:    Survey Shows Disparity Between Strategy And Execution In a new survey of contact center managers, directors and supervisors, HyperQuality found a material gap between the majority of current corporate strategies and their implementation. Approximately 70 percent of those surveyed indicated their company is increasing its emphasis on customer service, primarily to differentiate in a competitive environment, yet less than half of all companies were conducting a sufficient number of quality evaluations within their contact center to increase customer satisfaction.(HyperQuality )   News:    RightAnswers Extends Knowledge Suite for Customer Self-Service RightAnswers announced the launch of a new customer service solution that leverages the company’s flagship product – the RightAnswers Unified Knowledge Suite (UKS) - that allows organizations to create and leverage knowledge base resources to deliver a multi-channel customer service experience. Utilizing UKS for Customer Service, organizations can create a range of knowledge bases which customers and call center personnel alike can use to find answers to a broad range of questions and other information. Content that is authored and maintained in UKS for Customer Service can be accessed by an array of customer service and self-help operations. (RightAnswers )   Article:    Why Social Media will drive adoption of SaaS CRM SaaS CRM (Software as a Service) has been around for a while. But despite the fact that SaaS CRM has been around for a decade, it is not as popular or widespread as what some might have expected it to be by now. It is about to change. In particular, Social Media will drive adoption of cloud computing/SaaS CRM going forward. (CustomerThink )   Didn't read the last edition of CRMAdvocate? Click here to see what you missed.

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