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 OUR TAKE -
Service Recovery with a Smile
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Fly enough flights and you are bound to have memorable experiences . . . some great, some not so great. The same can be said about dining experiences. Sometimes the food and service is extraordinary. Other times, downright objectionable. To me, this variability shows that no organization can get it right all the time for all customers. It doesn't matter how good your products and service might be, it's only a matter of time before your next 'swing and a miss.'
Enter service recovery. Recognize the customer experience failure and take the necessary to make it right. And the secret weapon in service recovery is often the golden CX question. (If you don't know the golden question, you'll have to click to find out. )
My familiarity with a particular restaurant meant I knew they had excellent food, an elegant ambiance, and impeccable service. My purpose was to impress my guest and I knew this place could deliver. They didn't. The food and ambiance was spot on but the service lacked. My waiter was a young man who had little experience. He left us waiting, he had no knowledge of the wines, and he had not learned the finer points one comes to expect at such a restaurant. He was a rookie and not up to the big leagues.
However, the experience was not a failure. Why? While the young man was "in over his head," he could deliver a genuine desire to serve. He delivered authenticity with a smile. He cared. That type of service recovery means more than a free dessert or a credit towards my next visit. Do your "freebies" take the place of a caring attitude?
That's my take. Do you agree? What's your take?
. . . . . Gary Lemke, Chief Customer Advocate
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 | Recent Editions of CRMAdvocate
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Lasting Impressions:
A man who wants to lead the orchestra must turn his back on the crowd.
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Max Lucado
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 Required Reading - CRM News and Articles
New Capabilities in SAS Conversation Center for Twitter
SAS has added upgrades to SAS Conversation Center, a key application of SAS Social Media Analytics. SAS Conversation Center helps companies engage with customers on Twitter by capturing significant tweets in real time, analyzing them and routing them to the right department within an organization to respond. New features include a new communication portal, an improved conversation timeline, automatic case closure, shared common message content and the ability to manually adjust sentiment. A new communication portal allows users to post tweets from within SAS Conversation Center. This new feature means users will no longer have to push outbound Twitter communications from a separate application, allowing for a quicker response time to any service or care concerns. . . . more >>
Get Satisfaction Brings Social Customer Support to Mobile
Get Satisfaction released a mobile web application that brings community support to handheld devices. The mobile web app is available on the iPhone, and will be incorporated Android and Blackberry 6+ shortly. Get Satisfaction for mobile provides shoppers the information and answers they need at the in-store point of sale. The app brings the social knowledgebase of 3.1 million registered Get Satisfaction users to customers wherever they are in an easily digestible and highly discoverable form. . . . more >>
Pegasystems Extends Social Media Capabilities
Pegasystems announced significant enhancements to the company's Customer Process Manager (CPM) customer service solution that extend the product's capabilities in monitoring and acting on social media, offering true multi-channel support for customer inquiries and interactions. The solution provides a customer service solution that automates interaction activities and reduces manual and inconsistent treatments. Pega CPM integrates to existing systems to accelerate deployments and provide service staff access to key customer information in every inquiry. . . . more >>
Mindshare Adds QR Codes for Customer Feedback via Mobile Devices
Mindshare Technologies announced the addition of its new Quick Response (QR) code feature to the company’s enterprise feedback management platform. The new QR code support makes it easier than ever for the customers of Mindshare’s clients to provide immediate feedback via a mobile-optimized survey on their smartphones and mobile devices. The Mindshare QR codes can be accessed through a wide array of touch-points—from door or wall posters to product packaging, brochures, marketing collateral and even sales receipts. . . . more >>
Salesforce.com to Acquire Model Metrics
Salesforce.com has entered into a definitive agreement to acquire Model Metrics, a mobile and social cloud consulting services company. With Model Metrics, salesforce.com will add mobile and social expertise. The transaction is expected to close in salesforce.com's fiscal fourth quarter subject to customary closing conditions. . . . more >>
iGoDigital Enhances Product Recommendations Platform
iGoDigital added updates to its personalization platform including improved scaling and performance, an enhanced localization platform and advanced administration controls. The platform enhancements were rolled out in the third quarter of 2011, in preparation for the upcoming holiday season. Developed for retailers with an international presence, the enhanced localization for Guided Selling Tools make the iGoDigital platform language agnostic, enabling clients to get online faster in new countries. . . . more >>
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