Comments on: Using EDM to keep loyalty where you want it http://jtonedm.com/2008/01/16/using-edm-to-keep-loyalty-where-you-want-it/ James Taylor on Everything Decision Management Mon, 14 May 2012 18:05:17 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: janine_av4fg (Janine Dominguez) http://jtonedm.com/2008/01/16/using-edm-to-keep-loyalty-where-you-want-it/comment-page-1/#comment-16266 janine_av4fg (Janine Dominguez) Sun, 08 Nov 2009 05:24:53 +0000 http://jtonedm.com/2008/01/16/using-edm-to-keep-loyalty-where-you-want-it/#comment-16266 <strong>Twitter Comment</strong> <a href="http://twitter.com/janine_av4fg" title="Twitter Comment"> <div class="ccimg1" title="janine_av4fg (Janine Dominguez)" style="float:left;margin-right:10px;padding:0;width:60px;height:60px;"> <img name="cc_image" title="janine_av4fg (Janine Dominguez)" style="float:left;margin-right:10px;padding:0;width:50px;height:50px;" src="http://purl.org/net/spiurl/janine_av4fg"> </div> </a> Using EDM to keep loyalty where you want it — JT on EDM [link to post]<br /><br /> - <a href="http://chatcatcher.com" target="_blank">Posted using Chat Catcher</a> Twitter Comment


Using EDM to keep loyalty where you want it — JT on EDM [link to post]

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]]> By: Book Review – Chocolates on the pillow aren’t enough — JT on EDM http://jtonedm.com/2008/01/16/using-edm-to-keep-loyalty-where-you-want-it/comment-page-1/#comment-15252 Book Review – Chocolates on the pillow aren’t enough — JT on EDM Sun, 27 Sep 2009 05:54:21 +0000 http://jtonedm.com/2008/01/16/using-edm-to-keep-loyalty-where-you-want-it/#comment-15252 [...] Face to face used to be norm, now not so but technology and the Internet can let you reconnect to customers directly – to recreate the corner store [...] [...] Face to face used to be norm, now not so but technology and the Internet can let you reconnect to customers directly – to recreate the corner store [...]

]]> By: 19th Century Decision Management » JT on EDM http://jtonedm.com/2008/01/16/using-edm-to-keep-loyalty-where-you-want-it/comment-page-1/#comment-13222 19th Century Decision Management » JT on EDM Thu, 05 Mar 2009 01:15:29 +0000 http://jtonedm.com/2008/01/16/using-edm-to-keep-loyalty-where-you-want-it/#comment-13222 [...] Knows everything there is to know about the company’s customers too (just like the corner shop of old discussed in this post on customer loyalty) [...] [...] Knows everything there is to know about the company’s customers too (just like the corner shop of old discussed in this post on customer loyalty) [...]

]]> By: Treat your customers as people by managing customer treatment decisions » Smart (Enough Systems, the blog) http://jtonedm.com/2008/01/16/using-edm-to-keep-loyalty-where-you-want-it/comment-page-1/#comment-11520 Treat your customers as people by managing customer treatment decisions » Smart (Enough Systems, the blog) Fri, 07 Nov 2008 16:04:36 +0000 http://jtonedm.com/2008/01/16/using-edm-to-keep-loyalty-where-you-want-it/#comment-11520 [...] Of course the challenge is how to make sure that all the people who work for you and all the systems your clients use do this. While you can invest in training and measures and corporate culture that says our clients are people not accounts, this won’t help your systems do so and may be unrealistic if you have thousands of potentially outsourced or loosely affiliated staff dealing with clients. Only a systematic attempt to manage the decisions you make about customer interactions can ensure that these decisions are all taken in a way that treats your clients as people. The other reason it is important to build this kind of treatment into your processes and systems is that you want to keep your clients loyal to your company, not to one individual. [...] [...] Of course the challenge is how to make sure that all the people who work for you and all the systems your clients use do this. While you can invest in training and measures and corporate culture that says our clients are people not accounts, this won’t help your systems do so and may be unrealistic if you have thousands of potentially outsourced or loosely affiliated staff dealing with clients. Only a systematic attempt to manage the decisions you make about customer interactions can ensure that these decisions are all taken in a way that treats your clients as people. The other reason it is important to build this kind of treatment into your processes and systems is that you want to keep your clients loyal to your company, not to one individual. [...]

]]> By: Using decision management to build loyalty and grow » Smart (Enough Systems, the blog) http://jtonedm.com/2008/01/16/using-edm-to-keep-loyalty-where-you-want-it/comment-page-1/#comment-10511 Using decision management to build loyalty and grow » Smart (Enough Systems, the blog) Thu, 03 Jul 2008 16:16:27 +0000 http://jtonedm.com/2008/01/16/using-edm-to-keep-loyalty-where-you-want-it/#comment-10511 [...] have blogged before about the power of decision management in keeping customers loyal and I believe that a systematic approach to managing the customer treatment decisions across all [...] [...] have blogged before about the power of decision management in keeping customers loyal and I believe that a systematic approach to managing the customer treatment decisions across all [...]

]]> By: Automating “warm fuzzies” | Smart (Enough Systems, the blog) http://jtonedm.com/2008/01/16/using-edm-to-keep-loyalty-where-you-want-it/comment-page-1/#comment-4438 Automating “warm fuzzies” | Smart (Enough Systems, the blog) Tue, 22 Jan 2008 18:06:11 +0000 http://jtonedm.com/2008/01/16/using-edm-to-keep-loyalty-where-you-want-it/#comment-4438 [...] I don’t disagree with her, there are two things worth considering. Firstly, as I said in this post, you want loyalty to be to the company not to the individual representative so a hand-written note [...] [...] I don’t disagree with her, there are two things worth considering. Firstly, as I said in this post, you want loyalty to be to the company not to the individual representative so a hand-written note [...]

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