interaction

Customer Centricity Strategy #2 – Process Integration

December 17, 2008

Continuing my responses to John Schmidt’s post on Customer Centricity with a discussion of Process Integration. John describes this as focusing on cross-channel integration using Enterprise Service Bus/SOA technologies to bring data to the point of interaction. Decision management, of…

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In the coming recession put your customers first with decision management

November 20, 2008

I was pointed to a post today on the topic of customer service (Another Day, Another Customer-Service Nightmare on the EconoWhiner) that pointed out that companies
need to provide quality service and quality customer service if they’re going to survive an economic downturn as severe as this one?
Now I am not going to pick on AOL [...]

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Treat your customers as people by managing customer treatment decisions

November 7, 2008

Great comment from monkchips on twitter today:
the key to customer relationship management is to treat your clients as people rather than accounts. everything else follows from that.
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 [...]

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Are your live agents helping or hurting you with customers?

October 17, 2008

Randy Saunders had a great post over on the Perfect Customer Experience -Can I please speak with a live agent? In it he has a great quote:
Forester’s study finds that 45 percent of consumers prefer to speak with a customer service agent to answer questions and resolve service issues, yet most walk away from customer [...]

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Here’s why decision management matters to mobile marketing

August 21, 2008

Ginger Conlon had a little piece on mobile marketing that caught my eye. This post highlighted the growing importance of mobile devices as both a customer support channel and as a marketing vehicle. I completely agree with this assessment but I think it means that, for both customer service and marketing, we will have to [...]

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Here’s one way to institutionalize great service

August 18, 2008

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

August 13, 2008

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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Should Enterprise Decision Management only cover automation?

July 11, 2008

The same reader who asked yesterday’s question had a second:
Do you see the terms “Enterprise Decision Management” and “Smart Enough Systems” concerned mostly with the automation of decisions — which means really only covering strictly operational and appropriate tactical decisions.
The term “Enterprise Decision Management” to me suggests a broader definition, one that I would expect [...]

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First Look – Chordiant Recommendation Advisor

July 10, 2008

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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Using decision management to build loyalty and grow

July 3, 2008

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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Here’s a really cool way to use your ATMs!

July 2, 2008

Reading 1:1 today I saw a great story about Gulf Bank called Overcoming Customer Interaction Roadblocks. This bank has a problem because it’s customers can’t get mail. How does it address this? By using it’s ATMs as a delivery device for messages! Putting relevant, timely, personalized information on the ATM when you use it. No [...]

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Book Review – The Best Service is No Service

July 1, 2008

The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
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 [...]

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Here’s how to improve your personas with analytics

June 5, 2008

Some time ago the folks over at the Analytical Engine had a post about Data Driven Persona Development. I loved the way they described taking a very qualitative approach – persona development – and adding some analytic rigor to it. Given my interest in using analytics for segmentation and in developing different websites/experiences for different [...]

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Some thoughts on designing customer interactions for a quality experience

February 13, 2008

My friend Bob Glushko and Lindsay Tabas wrote an interesting paper last year that Bob pointed out to me earlier this month – Bridging the “Front Stage” and “Back Stage” in Service System Design. I liked the paper as it raised some interesting issues about customer interactions, in particular whether interaction design or outcomes is [...]

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