 OUR TAKE -
Three Things a Customer Wants
 |
| |
| |
|  | Lasting Impressions:
The greatest remedy for anger is delay.
-
Seneca
|
|
Today, I share a great story from a CRMAdvocate reader. It's about the positive steps a company took to address a slip in the customer experience. Read on . . .
"I sat in on a webinar that featured Unilever’s consumer services director. She explained how they handled the largest recall in the company’s history. Their strategy centered on giving agents and consumers immediate access to relevant information through every channel (phone, Web, email, chat, IVR, etc.). On the back end, the company leveraged automation to set the compensation process in motion during the first contact. The Unilever example sheds light on a simple truth. When a customer experience doesn’t go as expected, the customer wants three things from a company: information, acknowledgement of the impact and resolution."
The reader added some personal observations that the company's ability to respond was enhanced by the technology already in place. They were equipped to delivered in a time of need. In closing, the reader added, "So…I have to wonder – how many companies are truly equipped to build trust through transparency? How often are they pushing out PR messages to buy time on the back end?"
Answer the three things customers want - information, acknowledgement, and resolution - and you will be doing more than the PR spin - you will be building trust . . . and loyalty. 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: Top Five Ways to Improve Customer Service in the Call Center
In today’s competitive environment, call center managers are under more pressure than ever to reduce costs while improving efficiency levels and overall customer satisfaction. And it’s no surprise that exceptional customer service support leads to an increase in customer satisfaction. This article will provide contact center professionals with five tips for improving customer service in the call center while controlling costs.(Contact Professional
)
Article: Managing to Succeed
Most articles covering the sales side of CRM utilization focus on the sales reps themselves: How can they leverage technology to increase their efficiency and effectiveness? But there’s another constituency to consider: the people overseeing these sales professionals. In a Sales Management Optimization (SMO) study, one of the key metrics analyzed was how sales managers spend their time, asking participants to break down the key tasks of their sales management teams. (DestinationCRM
)
News: Adeptra Brings Context And Intelligence To Banks
Adeptra announced new deployments of its Decision Engine technology for banks headquartered in North America and Europe. Adeptra Decision Engine is a software platform that adds intelligence to customer communications. Its ability to cross-reference all existing relevant data sources, including contextual information and siloed data sets, enables customer-driven organizations with large volumes of data to produce relevant, personalized and automated communications based on the needs of the consumer. (Adeptra
)
News: Chief Customer Officer Council Welcomes Four New Members
The Chief Customer Officer (CCO) Council announced the addition of four new members to perhaps the think tank for C-level business executives. They are Peter Quinn, CCO and VP of marketing operations at Lawson Software; Helen A. Burt, SVP and CCO at Pacific Gas and Electric Company; Patricia Lughezzani, CCO and VP, Global Customer Support; and Steven W. Lynn, VP and CCO at both UniSource Energy Corporation and Tucson (Ariz.) Electric Power Company. There are fewer than 300 CCOs in the world, and now roughly five percent are members of the CCO Council.(CCO Council
)
Didn't read the last edition of CRMAdvocate? Click
here to see what you missed.
| | |
| | |
