Bottom Line: Investing first in the quality of customer experience, not cost reduction of quantity of transactions, will determine who attracts and keeps the most customers in 2012.
Cincom is giving its book library away. See if you are a winner.
Louis Columbus
Cincom Systems
Walking through the doors of the Siemens Energy and Automation Plant in Norwood, Ohio you immediately get a sense of the ... Read More
Customer experience begins with the first connection. When a prospective customer reaches out to you (the perfect scenario), you must respond appropriately and as fast as possible.
Autobytel, the online car buying experience, created a value-added service for car dealers using its services — a Web 2.0 application that enables dealers to respond rapidly to customers who are actively in the search for a new car.
For the car buyer, this produced a positive car buying experience — one in which they were rapidly put into a conversation with dealers who had what they were looking for.
For Autobytel’s dealer clients, the solution produced a dramatic increase in ... Read More
My colleague Steve Kayser, editor of Expert Access, set the record straight for newbies in the PR world in a cover story for Media Bullseye. His conclusion, writing simple news is really complex. Do it wrong and the experience wilts fast.
Steve says a big part of the reason for the complexity of PR these days: "It’s more from the frenetic pace of change in the PR industry. Blogs, Vlogs, Podcasts, Social Media, SEO, SEO PR, Tags, and on and on and on. The technology changes alone can be daunting or intimidating."
I say AMEN to that. All of us in marketing communications are feeling this pace of change. We have to master the intricacies of our own company’s products ... Read More
By Dale Wolf
A variety of different surveys indicate that at best only one in ten consumers have an outstanding experience when calling corporate contact centers. The other nine are average, mediocre or poor. The fact that I work for a company selling contact center technology brings an interesting observation. As much as we want to sell our solution, the reality is that providing a great customer experience on the phone is mostly about how you use the technology. Sure, you need certain features to enable agents to fluidly provide fast and accurate responses, but the customer happiness is about how company policies and whether the agent actually cares about providing the customer with a wonderful experience. The features touted by ... Read More
David Meerman Scott, a friend of mine and a top-notch communications consultant and author of three books, has really put marketers and marketing writers on the spot. He did it in an article he wrote for Cincom’s Expert Access newsletter. Let me give you a taste of Scott’s challenge, which by the way, is backed by considerable research he did in preparing the article.
David writes:
Oh jeez, not another flexible, scalable, groundbreaking, industry-standard, cutting-edge product from a market-leading, well-positioned company! Ugh. I think I’m gonna puke! Just like with a ... Read More
Jim Robertson cites two really awful customer complaints (Kryptonite car locks and Sony’s use of malicious software) that could have been handled smarter if the companies involved were watching ... Read More
The Whetstone Edge announces that Managing Partner, John I. Todor, Ph.D. and Randy Saunders of Cincom System will be presenting two webcasts entitled Hooked: The Psychology of the Customer Experience. Both webcasts will take place on March 21, 2007. The first is scheduled for the convenience of European participants, the second for those in North America.
The webcasts are sponsored by Cincom Systems and the registration link is Hooked.
How do you get customers hooked on your company? The answer begins with the psychological principles that underlie compelling customer experiences. Join renowned author and speaker, John Todor, Ph.D., as he ... Read More
