First Impressions - CRMAdvocate: 4/23/2012

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

Blog (1,584) Events (37) Webinars (22) Articles (3,594)

Subscribe About Contact Home

My Take: First Impressions
Gary Lemke, Chief Customer Advocate (April 23, 2012)

Share

Common thinking suggests service recovery can actually create a more loyal customer. Research seems to back that up. I find the idea that successfully recovering from a service blunder can actually create higher levels of loyalty than if nothing had ever gone wrong one of the most amazing concepts in CRM. But the ability to recover is not always easy. Sometimes it is downright impossible.

"If you lose them at the beginning, it is very hard to recover," says Mickael C. Damelincourt, general manager of the Trump International Hotel & Tower Toronto, a 261-room property that opened in January. "In their mind they've decided it is a bad hotel."

In particular, many hotels are determined to dazzle guests during the first, crucial 15 minutes of their stay—or at least avoid annoying them. At least one brand, Denihan Hospitality Group's Affinia, has even hired a body-language expert to train employees how to read travelers' moods to help figure out the best greeting approach. (Read more: Checking In? Hidden Ways Hotels Court Guests Faster)

What can you learn from the hospitality industry as it relates to your organization's first impression?

What's your take?

Gary Lemke

Other CRMAdvocate "Takes"

04.20.12 Loyalty to Self 04.19.12 I Fancy a Change 04.18.12 The CSAT Planning Horizon 04.10.12 Deserving of Great Love 04.09.12 Making Loyalty Scale 04.05.12 Putting Loyalists to Work 04.04.12 Loyalty Languages 04.03.12 Attracting Abundance more "takes"

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

20,000+ members . . . and growing

Lasting Impressions:
All ambitions are lawful except those which climb upward on the miseries or credulities of mankind. - Joseph Conrad

     CRMAdvocate Blog (1,584)
     Industry Events (37)
     Webinars (22)
     Past Editions (3,594)
     Share your Take
     Join CRMAdvocate (no cost)

ACCE 2012 - The largest call center gathering in North America: Seattle, WA, May 7-10, 2012

Bettering the Customer Experience . . .

ClickSoftware and Infor to Enhance Scheduling of Mobile Workforce
ClickSoftware announced a partnership with Infor, iin which Infor will integrate its Infor10 EAM application with ClickSoftware to enable field service organizations with large, complex workforces to optimize schedules while factoring in travel time, service level agreements, employee qualifications and accreditations, and parts availability. Integration is accomplished with the use of Infor10 ION technology, Infor's lightweight middleware platform.   . . . read more >>

Texas County & District Retirement System Chooses Pegasystems
Texas County & District Retirement System (TCDRS) has chosen Pegasystems to modernize its legacy systems used to manage employer benefit plans. The multi-billion public trust will leverage Pega's dynamic case management technology to enhance services to members, respond more rapidly to customer needs, and improve information security and controls.    . . . read more >>

InvisibleCRM Releases a File Sharing App for Salesforce
InvisibleCRM announced the release of SalesFolder 3.0, a new version of the file management solution for salesforce.com. It features a Dropbox-like functionality that allows users to easily share their files with salesforce.com and creates a complete CRM document repository on the desktop, providing a user with the ability to edit and share files without a need to open salesforce.com or be on-line.    . . . read more >>

Current SFA Business Analytics Disappoint and Inhibit Success
Birst announced the results from a new survey of business analytics professionals that highlights the growing need for more capable and easier to use analytics solutions within the marketplace. The survey, comprising of 339 responses and conducted by Dimensional Research and commissioned by Birst, quantifies the value received from existing approaches to business analytics and identifies issues that need to be resolved for users to get more from their Sales Force Automation (SFA) and Customer Relationship Management (CRM) investments. A mere 19% of users are “satisfied” or “very satisfied” with their current solution for SFA analytics and more than four-fifth’s must augment the built-in analytic capabilities with additional tools to address their analytic needs. According to the survey, 84% of sales force automation users experience challenges with their business.    . . . read more >>

Affinity Property Management Adopts Rainmaker LRO™ Software
The Rainmaker Group announced that Affinity Property Management, a boutique property management company serving Oregon and SW Washington, has retained Rainmaker LRO software as its revenue management platform.    . . . read more >>