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November 2008 Newsletter |
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Thanks to those who gave feedback on the last edition of Customer Focus Times. We always appreciate it. Some of our readers responded that given the advent of the web, blog, mobile phones, txt etc that the numbers used in the paper Economic Impact of Word-of-Mouth Calculated Using Net Promoter Model - Satmetrix were low and that they believed that they were indeed much higher. More than likely this is true and even more reason to get the Customer Experience right... particularly the basics! Given that there is no hiding from the tough times that many organisations are experiencing as a result of the credit crunch, we thought that we would find some articles in this area in relation to Customer Experience Management. Colin Shaw of Beyond Philosophy says in his article – ‘Tighten Your Customer Experience Belt in a Credit Crunch Only if You Want to Be Left Behind’: “The Powers of Darkness (those people in an organization who have never really believed in the benefits of improving a customer's experience) are starting to cast their shadow far and wide in companies. They talk of the doom and gloom that will befall the company if we do not cut costs. And while professing their support to customer focus, they say now is not the time. Now, they say, is the time to cut costs. Now is the time to become more efficient. Now is the time to look internally. They say, "When times are better, we will relook at improving customer experience." He goes on to say “My advice is the opposite. This is the time to invest. This is the time to accelerate, not slow down. This is the time to put some space between you and the competition, as those businesses will be slowing down.” Where does your organisation sit on this? Are your customer experience initiatives being shelved or are you going to take advantage of the current climate and make a real positive difference by investing, or continuing to invest, in the customer experience? This month's edition of Customer Focus Times includes:
Kind regards Managing Director Tighten Your Customer Experience Belt in a Credit Crunch Only if You Want to Be Left Behind - by Colin Shaw“All businesses need to look at their costs during a credit crunch. It would be silly to suggest otherwise. But is cutting costs on improving the customer experience the right approach? No. Leaders should see this as a time of opportunity, rather than threat.” Read the full article here... Customer Focus in a Slow Economy - By Ray Miller“In these tough and challenging times, getting the customer experience right is critical... I wanted to call this article “Sharpen Your Customer Focus You Will Lose Customers!” but a few of my colleagues thought this was a bit too blunt. Absolutely true mind you, but blunt. Then I thought why not make the headline a question; “How Many Customers Are You Willing To Lose Today Because of a Lack of Customer Focus?” Again, true but too direct. So in the end I went with what you see above.” Read the full article here... Building Loyalty - 5 Steps to Succeeding in Difficult Times - By Blaine Millet“Let's face it, more and more people are worried about the current economic conditions and how they will be impacted. Comments such as, "Our inquiries have really dropped off," "People are sure taking a long time to make buying decisions," "Our customers are demanding more from us or leaving," "Pricing pressures are becoming the norm," "Far more "shoppers" than buyers," "It costs a lot more to find new customers these days," "Customers are defecting at all time high rates," along with many other similar and related comments.” Read the full article here... The Last Word“Common sense is genius dressed in its working clothes.” – Ralph Waldo Emerson (1803-1882) SRD Group - Focused on performance improvement in Customer Experience and Customer Relationship Management |
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