|
 |
|
CRMAdvocate
is your one-stop publication for news, events, and best practices related to the customer experience.
|
August 1, 2011
Subscribe
|
About
|
Contact
|
Blog
|
Home
|
|
|
 OUR TAKE -
Do They Know You Care?
|
Follow our Lead
. . . our Blog
|
|
| |
They don't care how much you know until they know how much you care. It's probably been decades since I last read that quote so I took it as more than coincidence when I read it twice this past weekend. Perhaps, it was serendipity. I first stumbled upon it in an inspirational piece on leadership and then it popped off the page of the Wall Street Journal in an opinion article about the United States' political system's debt management issues as perceived by the public.
Neither place attributed the quote to a particular person. My search suggested that these words were uttered by Theodore Roosevelt, Dr. Martin Luther King, and John C. Maxwell among others. It's not clear who first uttered the words but it is clear the words have real power as they have been applied to many specific areas of life including medicine, child-rearing, politics, and people management.
And I think they apply quite squarely to the customer experience too. Consider all that has been written in CRMAdvocate recently (uncaring organizations, incredibly caring, caring employees, that caring feeling, just act like you care, who cares, hire for attitude, sign your masterpiece, stages of caring, and you can't legislate caring).
Do customers care what you know until they know you care? What's your take?
. . . . . Gary Lemke, Chief Customer Advocate
|
|
Lasting Impressions:
You will either step forward into growth or you will step back into safety.
-
Abraham Maslow
|
 |
| |
|
|
|
|
 Required Reading - CRM News and Articles
Social Networks vs Online Communities: The Distinctions To Know
Since 2008, “social media” has become a heavily-used buzz word in the corporate world. The question is “what is social media?” Many seem to equate social media to Facebook-liked social networking sites; others seem to think that they are blogs, the Twitter family of applications for micro-blogging, Flickr, YouTube, or similar type of content sharing Web 2.0 applications. Yet, answers to this question may still range from social collaboration sites (like Wikipedia, Delicious, or Digg) to online communities (like those we host for our enterprise clients or Yahoo! Answer). Well, they are all correct to some extent, and these are functional classifications of social media. However, if you want to understand social media from a relational and social anthropological perspective, you will find that there are really only two major types of social media. . . .more >>
Contact Solutions To Include Data-Driven Benchmarking, Analytics
Contact Solutions announced a new initiative to improve and manage Customer Experience (CX) and customer satisfaction levels in its hosted IVR solutions. An enhancement to the company’s Continuous Improvement Practice (CIP), the new CX initiative allows Contact Solutions to benchmark, measure and analyze CX in conjunction with IVR performance and automation rates. This capability empowers Contact Solutions clients to make informed data-driven decisions that lead to better optimization of their IVR and better business results. . . .more >>
Nimble Launches Company-Wide Social Relationship Manager
Nimble announced the launch of its team version, laying the foundation for its Social Business vision. The new functionality, which includes team collaboration, sales and marketing features, enables entire groups, departments and companies to listen and engage with their social community, to collaborate and work more effectively together, and to jointly grow their business . . .more >>
Language a Crucial Component for Businesses
Five hundred and thirty seven million people use the Web in English; 445 million use it in Chinese. Yet the vast majority of users, 985 million people, navigate the Web in other languages. "Although every Web site is global from the moment it goes live, few are designed with the world in mind," says author John Yunker. Companies miss crucial opportunities if they don't address a global audience. Research shows that people prefer to visit Web sites written in their own language. A Eurobarometer survey, for example, found that 90 percent of European Web site users will always visit a Web site in their own language if they are offered a choice. Only 53 percent of users would choose to use an English Web site in place of one in their own language. . . .more >>
Didn't read the last edition of CRMAdvocate? Click
here to see what you missed.
| |
|
|
|
