http://blog.foghound.com/77/ News and views about marketing and communications Fri, 09 Jan 2009 13:14:27 +0000 http://wordpress.org/?v=2.6.1 http://blog.foghound.com/77/#comment-30 maz Mon, 19 Feb 2007 17:58:40 +0000 http://foghound.com/blog/?p=77#comment-30 <p>This is a great approach when the owner/principle can be hands on and make that call to save a valuable revenue stream (aka customer). Translating this to my humongous bank is not so easy. What if that kind of poor experience happened 3,000 times a day across various geographic locations or different product lines? Customer service will inevitably deal with these issues, if the customer doesn't just defect silently, but dealing with them constantly becomes costly. Worse still organizations don't employ systematic approaches to ensuring that these poor experiences aren't repeated the next day or next week. Moving opponents to advocates in a fortune 5000 company involves not only talking to your customers but ensuring that the learning's are captured and change is made.<br /></p> This is a great approach when the owner/principle can be hands on and make that call to save a valuable revenue stream (aka customer). Translating this to my humongous bank is not so easy. What if that kind of poor experience happened 3,000 times a day across various geographic locations or different product lines? Customer service will inevitably deal with these issues, if the customer doesn’t just defect silently, but dealing with them constantly becomes costly. Worse still organizations don’t employ systematic approaches to ensuring that these poor experiences aren’t repeated the next day or next week. Moving opponents to advocates in a fortune 5000 company involves not only talking to your customers but ensuring that the learning’s are captured and change is made.

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