Article: Completely Satisfied July 1, 2009
Posted by onprocess in Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess.Tags: CE360, customer satisfaction, measuring satisfaction, proactive approach to customer care
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This article describes the beneficial effects of having a continuous, measureable, proactive outreach program to assess satisfaction and enable quick escalations.
While I could openly question the concept of “Completely Satisfied” (I mean, are we EVER completely satisfied?), it does show the beneficial effects of such a program not only to the end user but to the enterprise (no pun intended) and its brand.
See the 1to1 Media article: Completely Satisfied
–sk
When 1% Means Millions June 29, 2009
Posted by onprocess in Asset Recovery, Asset Retrieval, OnProcess, Warranty Management.Tags: business operations, business process improvement, cutbacks, financing alternatives, outsourcing, when 1% means millions
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We’ve all been reading and thinking about how businesses react when the economy retracts as it has recently. Layoffs, cutbacks and retrenchment are the order of the day. Why? Because someone says “we have to cut expenses”; so someone else looks at a line list of expenses, and starts thinking about what they can cut without obviously jeopardizing performance. And so, often, people start losing jobs. Or needed upgrades or improvements don’t get done.
Yet, for companies with service inventories, warranty programs and premise-based equipment, there are ways to save a lot more, and not sacrifice jobs. But these savings are not immediately apparent, so they are often overlooked.
In our ongoing work with some of the world’s leading companies in telecom equipment & infrastructure, networking hardware, data storage, Cable TV and medical devices (amongst others), we are often able to increase the speed and completeness with which they are able to reclaim returned equipment; sometimes as much as ten or more percentage points.
You may think, “Oh, ten percent improvement…that’s nice”, and move on.
But wait.
In many of these cases, each single percentage point of improvement can drive well over a million dollars of ongoing savings. And that’s month after month, year after year.
Now, in that context, a ten percent improvement starts to look pretty impressive, doesn’t it?
–sk
Asset Retrieval Benchmark Study & Best Practices Guide June 24, 2009
Posted by onprocess in Asset Recovery, Asset Retrieval, OnProcess, RMA management, advanced exchange.Tags: asset retrieval, Benchmarking Study, Best Practices in Asset Retrieval
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We are about to publish an Asset Retrieval Benchmark Study with suggested Best Practices. 
It will contain statistics on the B-to-B Asset Retrieval programs of over 15 leading companies and programs worldwide, based on actual performance data. It’ll be different from a recent study we saw from a major consulting firm in two ways:
- Ours is based on actual measured performance data
- Ours is available upon request, rather than for over $100K
If you have responsibility for an Asset Retrieval program, you will want to sign up to receive this study when it is published.
Visit http://www.onprocess.com/benchmark – complete the short form and we’ll get it to you immediately upon its completion. Please, business emails only.
–sk
Post-Discharge Management Concept June 9, 2009
Posted by onprocess in Customer Care, Post-Discharge Management.add a comment
We’re looking at a new way to apply our corporate strengths to solve client and customer problems. In this case, we believe we can utilize our proactive outreach capabilities and methodology to improve the outcomes of elderly patients after they are discharged from the hospital.
Here’s a link to the initial overview presentation (PDF):
PM360 Post-Discharge Management
Working together with caregivers, insurers, patients and families, we hope to improve the post-discharge outcomes of older patients, while at the same time helping to reduce costs by reducing the number of readmissions.
We’ll keep you updated on this new initiative as it develops further.
–sk
Five Key Components of a Successful Asset Retrieval Program June 4, 2009
Posted by onprocess in Asset Recovery, Asset Retrieval, OnProcess.Tags: Asset Retrieval Success, Benchmarking Study, Best Practices in Asset Retrieval, Five Key Components of a successful Asset Retrieval Program, OnProcess Technology
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Actually, there are more than five, but we figure we don’t want to overwhelm you. We know. Everyone’s busy and all, and there’s so much information floating around.
So anyways, want to know what they are?
We’ll be publishing them, along with our data-driven Benchmarking Study, in just a couple of weeks. You can ensure you get it as soon as it’s out by signing up at onprocess.com/benchmark.
Why did I italicize “data-driven”?
Because unlike many studies, some done by some relatively prestigious consulting firms, ours is based the actual data we collect from our clients’ programs. Not from just asking. Apples to apples. No ‘aspirational’ data, shall we say – just the real results.
So keep your eyes on this space, or sign up now and you’ll get it automatically. See where your program stands versus some very substantial players and, if appropriate, how you can improve your company’s results.
–sk
OnProcess Teams with Marathon Runner, Emma’s Hope for a Cure to Fight FSGS May 28, 2009
Posted by onprocess in OnProcess.Tags: OnProcess Technology, FSGS, Fund Raising, Corporate Contribution, Corporate Responsibility, Making a Difference, Core Values, Focal Segmental Glomerulosclerosis, Trooper Bill Serpa, Emma Raftery, Boston Marathon 2009, Emma's Hope for a Cure
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OnProcess Technology recently completed its 2nd annual fundraising effort, on the occasion of Boston Marathon, to benefit Emma’s Hope for a Cure, a fundraising organization dedicated to the cure and eradication of FSGS (Focal Segmental Glomerulosclerosis).
Pictured L to R: The Raftery Family; Ed Barry, CEO of OnProcess Technology; OPT Team Members Andrea Davis, Amanda Gibson, Joe Hamilton, Rick Lunetta.
The organization is named for Emma Jane Raftery, a courageous 4 year old girl from Massachusetts who is battling the rare kidney disease, for which there is currently no known cure.
OnProcess’ MAD Committee (“Make A Difference”), led by team members Amanda Gibson and Andrea Davis, organized the event sponsorship, which included a bake sale and LCD HDTV raffle. The company also sponsored Mass State Trooper Bill Serpa’s run of the Boston Marathon. The entire effort raised $2,000.
Over the past two years OPT has helped raise over $4000 to benefit Emma’s Hope for a Cure.
The MAD Committee was founded in 2005 to boost team morale and to help serve the local community through teamwork, which is one of the company’s Core Values. Since the implementation of this group, we have worked with several national and local organizations through donation of time or monetary fundraising. Several of the organizations are listed below:
The American Red Cross
Operation Give
Hurricane Katrina Fundraising
Walk For Hunger
ASPCA
The Jimmy Fund
United Way
Toys For Tots
Clinton House
American Cancer Society
Go Green – American Forests. Org
Emma’s Hope For A Cure
SMOC – South Middlesex Opportunity Council
The MAD Committee holds events within the company such as Customer Service Week and other charitable events during the Boston Marathon, which runs directly past OnProcess Technology’s headquarters in Ashland, MA.
To learn more about Emma’s story and/or make a donation online visit www.nephcure.org/PS_Emma.html, or for information contact siobhanraftery@verizon.net.
Proactive Customer Education: Positive Impact on Recommender Ratings May 8, 2009
Posted by onprocess in Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess.Tags: Customer Experience Management, customer satisfaction, recommender scores, net recommender, proactive customer education, post-service management, improve customer satisfaction, educate customers
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How do you increase the likelihood of your customers recommending your company’s products or services to others? Proactively educating your customers on the features and benefits of your products and services is one way.
Our research shows that while you are interacting with your customers, providing proactive education at key customer touchpoints, like immediately following an installation or service call, you can increase your customer’s likelihood to recommend your products and services by 8% or more.
Even providing your customer with one proactive education event can yield an increase in the likelihood of your customers recommending your products and services by 5%.
The other benefits of providing proactive customer education are reduced service costs, increase product or service usage, and a reduction in customer churn thus reducing the possibility of your customer switching to a competitor.
Here is an example of our findings:
|
Number of Educations |
N Value |
First Net Recommender Score |
Second Net Recommender Score |
Lift |
|
0 – 3 Educations |
12988 |
53.5% |
58.1% |
4.6% |
|
4 – 6 Educations |
5325 |
50.3% |
55.8% |
5.4% |
|
7+ Educations |
820 |
50.6% |
58.2% |
7.6% |
–Mike Reid
Remorse Returns – Discuss May 6, 2009
Posted by onprocess in Customer Care, Customer Experience Management, OnProcess.Tags: discussion group, LinkedIn, OnProcess, remorse returns, retail operations
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No, we’re not channeling Linda Richman, we’ve started a discussion group on LinkedIn.
Remorse Returns make me Verklempt!
Check it out and, by all means, contribute to the discussion.
–sk
Poll: Events & Trade Shows April 21, 2009
Posted by onprocess in OnProcess.Tags: events, marketing participation, poll, trade shows
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We’d be interested to know if your Event and Trade Show participation has changed and to what extent.
Facts & Figures: 2008 UK Customer Care Survey March 30, 2009
Posted by onprocess in Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess.Tags: CE360, Customer Care Survey, customer satisfaction, measuring satisfaction, OnProcess, proactive approach to customer care
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http://measuring-satisfaction.com/2009/03/27/facts-figures/
Here’s a nice summary of a recent Customer Care Survey (in the UK, but I suspect not much different here in the US), touching several of our larger vertical markets.
One Big takeaway: When it takes many multiple contacts to resolve problems, it contributes exponentially to dissatisfaction.
Could a more proactive, educative approach to customer care address this problem? Our CE360™ customers certainly are finding it so.
In this tough economic climate, every current customer relationship is even more important to maintaining profitability. By adopting a comprehensive, proactive approach to customer care, you minimize the potential for dissatisfaction, brand erosion and defection.
–sk
