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Bettering the Customer Experience . . .
Social Media May Blunt Impact of Negative Word of Mouth
In its annual Call Center Satisfaction Index, CFI Group reported that social media may actually be blunting the impact of negative word-of-mouth. The study also showed a one-point drop in satisfaction across measured private sector industries, while the Government Call Center Satisfaction index (GCCSI) remained steady, and found a shift toward self-service via the Web in resolving issues. This is the fifth year that CFI Group has administered this study using the proven methodology of the American Customer Satisfaction Index (ACSI). The CCSI study examined the increased use of social media to comment on the call center experience. CFI observed a counter-intuitive impact of social media commentary and traditional complaining. . . . read more >>
Why Taking Process-centric Approach to CRM Makes Sense
Business process management (BPM) used to be strictly a back-office affair. That's no longer true. As with many technologies and IT practices, BPM has become part of the integration or attempted integration of various IT functions. One of the most interesting trends in BPM is its cross-pollination with customer-facing processes, notably CRM. At the core of this trend is a strong desire by organizations, especially in service industries, to domesticate their “invisible” processes that touch customers, said William Band, an analyst at Forrester Research. Instead of deploying slow-to-change, packaged applications or building difficult-to-change custom solutions, leading organizations are embracing methodologies supported by process-centric IT platforms, Band explained. . . . read more >>
Is Automation Killing the "Social" in Social Media?
Imagine this. You decide to follow one of your favorite brands on Twitter and moments later, you experience the briefest jolt of excitement when you see that said brand has sent you a direct message on Twitter. Yet instead, you find the most generic marketing message conceivable: "Thx for following. We'd love to have you as a fan on our Facebook page, too..." Womp, womp. As automation moves into the social sphere and marketers can easily automate tweets, messages, Facebook posts, and more, there's a risk that automation will make social media less, well, social. But automation doesn't have to defeat the very purpose of social media. When it comes to balancing marketing automation with social outreach, here are several tips to keep in mind. DON'T automate "personal" messages. . . . read more >>
Don't Contain Callers…Help Them
The truth is, the best and most consumer-friendly IVR systems save callers time by easily answering the questions most frequently asked, and by connecting them to the best available agent for more complex inquiries. The problem is, most IVRs simply don't do this well. Consumers call the companies with whom they do business to get something done. These companies implement IVR systems to route callers to the right place quickly, and to speed up the whole process…including actually helping callers find the answers themselves when possible. There's nothing inherently wrong with enabling your customers to help themselves, on-demand, over the phone. . When done poorly, there's plenty wrong with it. . . . read more >>