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 | Recent Editions of CRMAdvocate
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Bad times have a scientific value. These are occasions a good learner would not miss.
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Ralph Waldo Emerson
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I have learned so much from reader response to the various case studies featuring the actions of companies faced with the public handling of failed customer experiences. I hope you have too. The challenge is this: what does one do when the customer experience doesn't go as expected? It may be improperly installed utility meters, defected components in a computer, unexpected problems with cell phone reception, or even an oil spill.
These have been very public examples and many might think there is too much focus on the PR side of things. Rest assured, this is more about communicating with customers shaken by unexpected experiences than public relations. But we can learn much from best PR practices about how to best manage customer expectations in times of adversity. And those lessons can lead to trust through transparency.
Specifically, the PR side of the world teaches us that when something goes wrong, it is best to quickly disclose all pertinent information and stay ahead of the story. For more on the idea, read the best policy, the multiplicative effect of denial, and recognize and respond quickly.
That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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Today's customers demand better experiences.Download this two-part White Paper bundle for thought-provoking views to be sure your employess are delivering superior customer experiences that builds value for your brand.
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Article: Will FTC Online Tracking Restrictions Hurt CRM?
The Federal Trade Commission (FTC) wants Internet users to be able to opt out of behavioral tracking across the Web, which some say could hurt online marketing and customer relationship management (CRM) efforts. The FTC will soon propose voluntary measures to curb online privacy abuses, but recent congressional testimony from FTC Chairman Jon Leibowitz suggests that the agency favors stronger measures, such as a browser-based do-not-track mechanism similar to the do-not-call list that exists to rein in telemarketers. The goal is to allow Internet users to opt out of online behavioral tracking. The worst-case scenario is that any rulings or legislation could have a detrimental effect on online advertising and marketing, CRM and business intelligence vendors and users. But Gareth Herschel, an analyst at Gartner, said he doesn't think there's much to worry about.(eCRM
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News: DemandTec Deploys nextGEN Software-as-a-Service Capabilities
DemandTec announced that the latest release of its software-as-a-service suite has been deployed and is in use by existing customers. This latest software update delivers several enhancements enabling retailers and consumer products companies to take action on urgent pricing decisions more quickly, take a more localized approach to promotional display space decisions, and reap the benefits of more intuitive shopper insights dashboards.(DemandTec
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