Forrester’s comprehensive evaluation of the customer experience at over 150 companies includes some major recommendations which coincidentally overlap with services provided by OnProcess Technology in Ashland MA.
Article: The Buzz About CEM
March 3, 2010 By Leave a Comment
Our emphases in bold. Our comments in (italics). Link to original article below. http://www.lightreading.com/document.asp?doc_id=188410 Caroline Chappell On a single day at the end of 2009, Anthony Behan, global analytics solutions executive within the Global Communications Industry group at IBM Corp. (NYSE: IBM), took separate calls from the COO of one of the world’s largest multinational [...]
No Easy Answers to Excellence?
December 9, 2009 By Leave a Comment
(a.k.a., Real Solutions vs. Point Solutions) There’s an old saying; “When you sell hammers, every problem is a nail”. There are companies who will make phone calls for you. There are companies who have machines that will make automated phone calls for you. They’ll read what you tell them to say, until you tell them [...]
Proactive Customer Education: Positive Impact on Recommender Ratings
May 8, 2009 By Leave a Comment
How do you increase the likelihood of your customers recommending your company’s products or services to others? Proactively educating your customers on the features and benefits of your products and services is one way. Our research shows that while you are interacting with your customers, providing proactive education at key customer touchpoints, like immediately following [...]
Article / Study: Turning Customer Pain Into Customer Gain
March 23, 2009 By Leave a Comment
A recent article in Forbes.com by Donovan Neale-May of the CMO Council is quite germane to our business and that of our most of our clients. Frequent (or even occasional) visitors to this blog will see a familiar theme, i.e.: Making sure that even in an economic downturn, you take good care of your customers! [...]
Bringing Your Customer Experience Wish List to Life
March 12, 2009 By Leave a Comment
Wouldn’t it be great if you could know for certain which of your customer touchpoints are the ones that are key drivers of their satisfaction with you? Wouldn’t it be fantastic to be able to focus investment in those particular areas that your customers care about most, and not waste time and expense on those [...]
destinationCRM.com: 5 Recession-Busting Customer Service Strategies
March 9, 2009 By 2 Comments
destinationCRM.com: 5 Recession-Busting Customer Service Strategies Posted using ShareThis More on the theme of boosting customer service and the customer experience, especially in this economic downturn. A Forrester Research report is framed in the article. I found this quote particularly telling: A major issue Petouhoff finds with many companies is that the c-level executives do [...]
Focus on the Customer and Win in the Downturn
December 12, 2008 By 3 Comments
It seems obvious enough, but when things get tight and cuts loom, sometimes it’s important to take a moment and remember what you can’t afford to forget. Here’s a good article from InsideCRM.com: Every economic downturn in history has inevitably been followed by an upturn, so embracing a good customer strategy during a slump will [...]
Does a Pleasant Tone Really Matter?
October 17, 2008 By 1 Comment
In basic terms, being nice to customers is good for business. We all know that! Right? If you’re a skeptic like me, hard numbers are the best way to support any theory. With that said, I have some exciting news. Recently, we sampled over 1,300 customers and asked them to rate the tone and courtesy [...]
