Focus on the Customer and Win in the Downturn December 12, 2008
Posted by onprocess in Customer Experience Management, Customer Understanding Research, OnProcess.Tags: Customer Experience, customer experience assessment, Customer Experience Management, downturn strategies, focus on the customer, strategies for managing in economic downturn
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It seems obvious enough, but when things get tight and cuts loom, sometimes it’s important to take a moment and remember what you can’t afford to forget.
Here’s a good article from InsideCRM.com:
Every economic downturn in history has inevitably been followed by an upturn, so embracing a good customer strategy during a slump will greatly increase your chances of still being in business when the recovery comes around. Ultimately, a recession can actually help differentiate companies and their service propositions. It is therefore worth making the case that cutting into customer-service spend is not necessarily the right option.
More at: http://www.insidecrm.com/features/focus-customer-win-downturn-111808/
Critical to this approach is knowing what areas of your customer experience are delivering value and which are hurting you. Need more visibility into customer-service related issues at this critical juncture? You may want to talk to us about our proactive customer experience management programs.
–sk
You’re only as good as your people. And processes. September 4, 2008
Posted by onprocess in Customer Experience Management, OnProcess.Tags: customer experience assessment, customer touchpoints, measure customer satisfaction, service quality, Steve Kirstein
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In businesses with many customer touchpoints, each of those touchpoints is both a threat and an opportunity. Huge companies with thousands of employees and hundreds of thousands of customers can spend literally millions of dollars on advertising for branding, new customer development and upsell. Yet, one bad customer interaction can sour the whole works. Multiply that by the number of these bad interactions and the opportunity cost is massive.
What makes this worse is that most companies don’t know where their touchpoints are going wrong. Feedback mechanisms are complicated and often don’t provide an accurate or complete picture. And for every customer that complains, there are likely a dozen (or more) who don’t.
Does your company know how well its customer interactions are received? You train and you train, but are there gaps in some areas? Do you depend on automated customer surveys to determine satisfaction levels?
We’re glad to learn what methods you are using to gauge the success of your customer touchpoints. We’ll also be sharing some high-level insights gleaned from our data-driven analyses with our many client companies. Stay tuned, and let’s hear from you.
–sk
