The Group Experience - CRMAdvocate: 12/15/2011

CRMAdvocate
Advocate for the customer experience, contact centers, and CRM

Blog (1,525) Events (21) Webinars (03) Articles (3,535)

Subscribe About Contact Home

My Take: The Group Experience
Gary Lemke, Chief Customer Advocate (December 15, 2011)

Share

Featuring pop culture incidents like Alec Baldwin v American Airlines (see kick the customer off) always spark a wide variety of reader feedback. With regard to the customer experience, let me share a few thoughts from other CRMAdvocate readers.

Representing the majority of support for American Airlines defending its actions, one reader offered, "Is this an attack on 'the customer is always right?' No, it's the exception that proves the rule. AA did an effective job."

Another wrote, "Anyone who actually believes that a company like American Airlines is looking for an excuse to make air travel as inelegant as possible has no idea how this highly competitive and marginally profitable business sector operates. AA will most likely be lauded by the vast majority of their customers for taking action that could preempt the irritable habit of passengers."

It is difficult to discern if the favorable comments about AA's use of media (old and new) is a statement of business strategy or simply public disdain for Mr. Baldwin. Here's my take: sometimes the customer experience is a group experience. An airline flight is an excellent example of how a service provider needs to balance the needs of the many with the needs of the individual. Well said, Mr. Spock.

What's your take?

Gary Lemke

Other CRMAdvocate "Takes"

12.14.11 Kick the Customer Off 12.13.11 Bouncing Twitter Ownership 12.12.11 Too Soon is a Problem Too 12.09.11 Later is Too Late 12.08.11 Sweet Payback 12.07.11 It's Payback Time 12.05.11 December Days are Different 12.02.11 Up Your Competency more "takes"

Join CRMAdvocate (no cost)
We never share your info: privacy policy

20,000+ members . . . and growing

Lasting Impressions:
A man always has two reasons for doing anything: a good reason and the real reason. - J. P. Morgan

     CRMAdvocate Blog (1,525)
     Industry Events (21)
     Webinars (03)
     Past Editions (3,535)
     Share your Take
     Join CRMAdvocate (no cost)

Call Center Event: January 23 - 26, 2012. Orlando, FL

Bettering the Customer Experience . . .

State of Oregon Uses Real-Time Feedback to Automate Insights
Allegiance, a provider of VOCi (Voice of Customer Intelligence) technology and services, announced that the State of Oregon Department of Administrative Services (DAS) has implemented the Allegiance Engage VOC platform to identify process improvements and increase customer satisfaction at the agencies it serves. By linking transactional customer experience surveys with specific customer interactions, DAS is able to act on feedback in real time to improve the customer experience. As the central administrative agency for the state, DAS provides quality services to state agencies and works with them to ensure that the state government uses tax dollars productively. . . . read more >>

eGain Launches Multichannel Suite for Cisco System
eGain announced the general availability of eGain 10 for Cisco Unified Contact Center Express (Unified CCX) 8.5. Included are eGain’s applications to manage customer interactions through email, chat, click-to-call, agent knowledge and web self-service—all integrated with Cisco Unified CCX. . . . read more >>

Need Scalability in Your Contact Center?

So your holiday promotion is a huge success! There's universal rejoicing throughout your organization . . .

. . . followed by the "Oh, my gosh!" moment when you find out that your call center agents are overloaded and customers are hanging up because of long wait times. Or maybe it's just normal seasonal spikes.

Whatever the reason, you have to scale up your call center to meet the volume—and you have to do it, oh, yesterday. The solution? It's in the cloud.

Take a look at our contact center scalability series »

Atlantic Coast Media Group Selects Nexidia Evaluate
Atlantic Coast Media Group (ACMG) has chosen Nexidia Evaluate to better manage contact center agent performance in a continuing effort to provide superior customer service. ACMG markets skin-care products for women across the web, on television and in retail locations nationwide. The company has multiple contact centers with hundreds of agents to support its efforts. . . . read more >>

Confirmit Adds Enhanced Mobile Data Collection Capabilities
Confirmit introduced new features and capabilities to its Survey On-Demand Application (SODA) platform, for creating, deploying and managing multilingual wireless and offline surveys on mobile devices. Three months after acquiring Techneos, a technology company specializing in mobile feedback, survey and market research solutions, Confirmit brings mobile capabilities to its customers with SODA, providing real-time results for companies to engage customers at the point of experience. Using mobile survey, feedback, panel, ethnography, face-to-face and digital diary solutions, Confirmit customers can now gather data about peoples’ expectations, motivations and intentions on any mobile device. . . . read more >>