Posts Tagged ‘customer service’

18th August 2008

Here’s one way to institutionalize great service

David Rance had a nice piece on CustomerThink called Great Service Has to Be Institutionalized if It Is to Become the Norm. In this post he identifies decision making as important, which I think is true. Now his focus is on culture (very important) but mine is different. What if you used your systems to [...]

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posted by James Taylor in Decision Management | 0 Comments

13th August 2008

Warranty decisions are one reason iRobot’s outsourced call center doesn’t work as well as it should

I have been an iRobot customer since Christmas. Much as I like their products, their customer service decision making leaves a lot to be desired. This particular post was prompted by their inconsistent warranty decision management. iRobot has outsourced its call center, as many companies have, and sound like they want to deliver excellent customer [...]

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posted by James Taylor in Business Rules, Decision Management | 0 Comments

25th July 2008

If you were making a “3-minute promise” would your systems help or hurt?

The folks at CustServ had a piece on The 3-Minute Promise to Avis Customers that made me think. If you wanted to make a similar promise – that some process of yours would be quick, efficient, flawless and seamless – would the systems you have help you or hurt you?

Would your systems be able to [...]

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posted by James Taylor in Decision Management | 1 Comment

18th July 2008

Transpromotional marketing with EDM

Transpromotional marketing – yes, another new phrase that I heard for the first time this week. Wooing Customers in a Weak Economy was the source – an article on 1:1. Chris Stone wrote the article and it talks about the need to use different channels to contact customers and to do so consistently and in [...]

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posted by James Taylor in Analytics, Business Rules, Data Mining, Decision Management | 2 Comments

18th July 2008

Is Self-Service good or bad?

Ellen Goodman of the Boston Globe had a column “Self-serve and slave” (that I saw in the San Jose Mercury News as “In a self-serve nation, work gets dumped on us“) in which she rails against self-service and compares it to the outsourcing of work from paid employees to us consumers. As she says:
For every [...]

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posted by James Taylor in Decision Management | 2 Comments

10th July 2008

First Look – Chordiant Recommendation Advisor

Chordiant announced Recommendation Advisor 6.1 today, a “real-time conversation and interaction management solution”. This Next-Best-Action engine is built on Chordiant’s Decision Management platform and designed to both improve self-service channels and support call center staff.   It uses rules and analytics to make the best recommendation and dynamically adapts during a conversation, for instance if [...]

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posted by James Taylor in Decision Management, Product News | 1 Comment

3rd July 2008

Don’t be creepy when you personalize

The WSJ had a little piece today on personalization – Personalized Emails Are Creepy, Not Effective based on a study done some time ago but still very relevant in today’s market where companies are being told to personalize (including by me). Here are three quotes I think summarize the problem:
[there is a negative] response to [...]

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posted by James Taylor in Decision Management | 1 Comment

3rd July 2008

Using decision management to build loyalty and grow

Three articles on loyalty caught my eye this week. First 1:1 had a nice piece on Loyalty Equals Growth for Sony. Sony is a company to which many people are already loyal so it was interesting to see that a formal loyalty program was still a priority for them. Talking about their combined CRM and [...]

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posted by James Taylor in Decision Management | 1 Comment

1st July 2008

Book Review – The Best Service is No Service

I just finished reading The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs and I can’t recommend it too highly.
This is a tremendous book laying out a systematic approach for better customer service. Predicated on the idea that customers want your product to “just [...]

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posted by James Taylor in Decision Management | 2 Comments

24th June 2008

How to address decision making challenges – ownership

I was settling down to write some more on the issue of how to deal with various kinds of decision making problem when I remembered that I, and my friends at Big Sky Thinking, had dealt with this before. Check out this post on decision making traps and this one on whether or not experts [...]

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posted by James Taylor in Decision Management | 0 Comments

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