Your Raison d'ętre, Your Purpose
Gary Lemke, Chief Customer Advocate
(January 10, 2013)
In the last edition of CRMAdvocate, I gave the ultimate scalable asset a name we can all identify with. Trust. Once you established it, you keep producing it at no further cost. Of course, I refer to the genuine kind of trust, not the faux version that lacks the legs to run the distance.
The idea is a perfect lead in to today's topic. As a backdrop, most people are quite familiar with the traditional four P's of product marketing: price, product, promotion, and place. And now the discussion turns towards adding a fifth. Purpose.
Some organizations can sum up their purpose in a single word. For instance, Ace Hardware has embraced the word "helpful." It's a way to extend your raison d'ętre, your reasons for existence, beyond the product on the shelf.
Quick, what one word not only embraces your purpose? Do customers respond, "Yes, that is your purpose!" Would they also say, "It's a good purpose and I like it." (Tip of the hat to Shaun Smith.)
Never continue in a job you don't enjoy. If you're happy in what you're doing, you'll like yourself, you'll have inner peace. And if you have that, along with physical health, you will have had more success than you could possibly have imagined.
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ACT! Social Updates Help Small Businesses with Customer Insights Sageannounced enhanced social media integrations for its Sage ACT! 2013 (version 15.1) contact and customer management system. Sage ACT! Social Updates1 help users capture insights that prospects and customers share through their LinkedIn and Facebook profiles and use familiar social features right from within Sage ACT! contact records such as creating and commenting on posts, endorsing skills and sending private messages. . . .read more >>
Managing a Customer-Driven Supply Chain In today’s complex supply chain environment, customer service between shippers and their logistics providers means more than just a friendly voice on the line when something goes wrong. It is more than the ability to track a shipment or expedite a delivery. Today, shippers expect their logistics providers to take a “cradle-to-grave” approach to customer service, providing insight, strategic guidance, and a wide range of capabilities from the very beginning to the very end of the supply chain. From transportation of inbound raw materials to vendor management to outbound deliveries and everything in between, shippers depend on their providers to execute flawlessly, while acting as an extension of their company. Automotive parts and service chain Pep Boys, for example, sets high customer service standards for Agility, its global third-party logistics (3PL) provider. . . .read more >>
Voice Biometrics for Fraud Prevention in the Contact Centers NICE Systems announced the launch of its Contact Center Fraud Prevention solution, which tracks fraud patterns and screens all phone interactions for fraud against a watch list of known fraudsters. The solution brings together NICE Actimize’s extensive expertise in fraud with NICE’s years of experience in the contact center. The solution can be deployed as a standalone contact center solution or as part of the NICE Actimize enterprise fraud offering. Organizations can reduce fraud-related losses without creating service hurdles or compromising customer experience by adopting a multi-layered approach, which includes non-intrusive voice biometrics technology, speech and transactional analytics, and real-time capabilities. Aite Group claims that fraud in the contact center is on the rise and, while many businesses have recognized the need to protect customer data and secure online transactions, the phone channel has become a target for fraud. . . .read more >>