I attended the opening Keynote this morning with Paul Greenberg at CRM Evolution 2009. There were some very interesting things that Paul discussed that I want to share with you and elaborate on.
First the summary of what he covered.
Started by ensuring we all understood that the Social Revolution is not new (remember epinions.com? when yelp [...]
Part 1 – Introduction
Part 2 – Strategic Measurement Framework
Part 3 – Design
Part 4 – Validation
Part 5 – Implement
Part 6 – Measure
If you have not been following the series – or for a refresher – please read the previous entries.
I was always bothered by the shallow measurements in two critical areas of experience management: at the [...]
IVR systems get no respect.
An IVR could be considered a great addition to a call center. It handles all incoming calls, resolves the simple requests for service through interactive applications, routes the calls to the most appropriate agent, and captures identifying information to pass along . Is the perfect attendant and can scale to hundreds [...]
A Methodology for Crafting Awesome Experiences – Part 1, Introduction
A Methodology for Crafting Awesome Experiences – Part 2, Strategic Measurement Framework
In this installment, we are covering the first of the four stages of the Methodology, Designing the Customer Experience.
Designing Customer Experiences is exactly the same whether you are redoing an existing one, or creating a [...]
Censoring your community will kill it.
There are many organizations that would like to “implement” communities for their products or services. The purported benefits of great Word-of-Mouth advertising and the likelihood of collecting valuable feedback seem too attractive. At the same time, they fret over the incorrect message or information being posted to their community and [...]
Feelings cannot be measured.
Lighting cannot be caught in a bottle.
Cold Fusion is (for now) a dream.
The only difference between these three statements is that some people will actually believe that the first one is wrong. They are the ones who will try to measure customer satisfaction or customer loyalty. The same way that we can [...]
Customer Centricity is achieved through a strategy focused on what customers want, using integration, knowledge and continuous improvements to existing data and systems.
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