Monday, October 22, 2012

Creatively Delighting Your Customer - A Story of Buying Online.

The online store is a common phenomenon these days. For some organizations, it is their main point of sale and reason for their growth. Remember Amazon? However, online shopping is not everyone's cup of tea. Some people prefer going to the regular brick & mortar establishments.

Wednesday, October 10, 2012

Do Business Processes Strangle Creativity?

When discussing business strategies, whether these be for CRM, CEM, or just plain BPM, organizations try to understand and plan for every eventuality using processes. Flowcharts and call scripts are the answer to all conversations with the customers.

Lets look at the some basic customer conversations. Starting with product design and development, we rely on surveys and focus groups working on a scripted and finite set of questions. Marketing, sets up automated campaigns to generate leads. Sales scripts have always been infamous for stereotyping customers. Customer services and support processes are optimized using scripted IVRs.

Tuesday, May 15, 2012

Quality of Customer Experience

In a recent discussion in Gary Lemke's blog posts, the aspect of speed of CRM has been the center of attention. In today's post, the concept is linked to customer delight. Though I appreciate the perspective of the speed of the customer interaction being important to the whole customer experience, I believe that there is something more important than the speed that in a lot of cases results in more satisfied customers.

Thursday, April 5, 2012

Organization Cultures - Is yours Customer Centric?

In one of my earlier posts, I discussed that employee satisfaction is directly proportional to customer satisfaction. Recently, while reading about customer loyalty and how each organization considers "loyalty" differently, I started thinking about organization cultures and how employees are a big part of it.

Like each culture has its own set of beliefs and traditions and thus its own way to define faith, similarly we will find that organizations, over time, develop their own culture. This culture does not always come from the top down, it sometimes flows the other way. Whichever direction the beliefs are passed, the culture has an impact on how the customer sees the organization. 

Tuesday, March 20, 2012

360 Degree View of an Organization

In CRM, we have all heard of the 360 degree view of the customer. While reading a recent post by Gary Lemke, Over Surveyed and Under Heard, I was amazed at the statistics regarding sharing information with the customer. Only 1 in 20 organizations respond to the customer about the feedback they have given. For a customer oriented organization it is as important to share results of the feedback with the customers as it is to gather the feedback in the first place.

Friday, March 2, 2012

Customers Response to Change - A Behavioral View

How does a customer react to change? What is the impact on the customer when a change in product or service confronts him/her? These are a couple of the questions which spawned the thoughts around Customer Change Management (as I started to call it). There are various studies ranging from behavioral to business best practices which tell us about how people react to change. The one I found suited a typical response to a change in products/services by a customer is based on “The Stages of Change Model”. This model was originally developed by James Prochaska and Carlo DiClemente at the University of Rhode Island back in the late 1970’s and early 1980’s.