Tagged: customer service

SFO Jan 31 2011 018

As a 16-year yoga practitioner, I often wish that I could find a place to practice while I travel. Most of the time, I have to traipse halfway across a city. But recently, I was surprised and delighted to learn that San Francisco Airport–which offers harried travelers a room specifically set aside for yoga practice–may be my next yoga destination.

610-courtroom-scene

Don't walk into Clearspire's D.C. headquarters and expect to be impressed. Spartan furnishings and a simple glass sign adorn the waiting room. You may not believe you are in the right place–the offices lack the posh trappings of an emerging law practice competing against the top 200 firms.

Yet they represent the new face of the legal profession. And they are winning global Fortune 500 clients by focusing not on the quality of their office trappings, but on the way in which they deliver and manage client engagements. Other B2B companies would be wise to learn how Clearspire is changing the client rules of engagement in a traditionally secretive, high touch, low-tech field.

One of my close friends provides image consulting and communications training to corporations and professionals in career transition. She regularly receives calls from low level corporate gatekeepers in Human Resources, Finance, Training, and other non-revenue producing areas. They ask for proposals for training programs, and never expect to get into any conversation about their business with my friends. All they want is that proposal to prove they did their due diligence.

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These gatekeepers are doing what they do best: saving their company money and treating vendors like commodities….

610-customer-service 082411 post When your biggest customer calls with an emergency request, do you dial 911? Chances are you are setting off unintended fire alarms – and causing your profits to lose altitude.

I met Shane, a dubiously anointed “star salesperson,” on a client assignment in San Diego. He piloted the biggest customers. When I worked with the General Manager of this $40M software division—his boss—I noticed how Shane could turn the entire support and customer service organization into a tailspin with one email. I cringed when I witnessed how his knee-jerk

I recently enjoyed meeting Ginger Conlon, Editor in Chief of 1 to 1 Media, a Peppers & Rogers company.
Ginger and her editorial crew span the globe to identify customer-centric planning and marketing trends.
She recently reviewed my book and asked me to comment on:

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The linkage between customer experience and your BS (belief systems)
How values can guide positive customer experience efforts
Tips for tracking the right key performance indicators
Specific actions that today’s customer-focused companies should stop doing

Enjoy this article now:
http://www.1to1media.com/weblog/2011/08/attitude_and_the_customer_expe.html

copyright 2011, Lisa Nirell….

When you can attribute a 20% revenue gain to a customer centric culture or program, you get noticed. And that's exactly what happened to several Voice of the Customer thought leaders during the annual Allegiance Engage Summit 2011 in Deer Valley, Utah.

Jim Bampos, VP of Customer Quality at EMC Corporation, was one of the show stealers–and for good reason. Unlike many companies who talk a good game about putting customers first, EMC can prove it.

EMC dances on the leading edge of the Voice of the Customer (VoC) movement.


 

Interview with Jim Bampos (listen time: 7 minutes)

VoC programs emerged from the market research milieu. This term describes the in-depth process of capturing a customer's expectations, preferences and aversions. Specifically, VoC systems produce a detailed set of customer wants and needs and prioritizes them in terms of relative importance and satisfaction with current alternatives. Highly evolved VOC program leaders also analyze and act upon free form customer comments from multiple sources, including call centers, salespeople, Twitter, etc.