The Customer Owns The Customer

Grok Headline matches for The Customer Owns The Customer

Keeping Your Customer in Mind: 6 Steps
to Crafting Your Customer’s
Experience

Keeping Your Customer in Mind: 6 Steps
to Crafting Your Customer’s
Experience 08/22/2004 04:23 AM
{Distance Learning} Have your customer service complaints increased? Do you have a plan in place for dealing with customer service? Well help is here! Based on the eBook, "Keep Your Customer in Mind", Kim Beasley will instruct a distant learning class that helps you customize the customer service plan for your business. Registration ongoing until September 5 and class starts September 7. [PRWEB Aug 22, 2004]

Customer Evolutions, Inc. Purchases the
Rights to the Enterprise Customer
Profile (ECP) Solution from Martingale
Corporation

Customer Evolutions, Inc. Purchases the
Rights to the Enterprise Customer
Profile (ECP) Solution from Martingale
Corporation 06/14/2004 05:06 AM
CDI Framework to be Marketed to Airlines and Enhanced by Its Creators [PRWEB Jun 14, 2004]

Aon Reed Stenhouse Implements
ResponseTek’s Customer Experience
Management Solution to Further Enhance
Customer Retention

Aon Reed Stenhouse Implements
ResponseTek’s Customer Experience
Management Solution to Further Enhance
Customer Retention 04/08/2005 05:09 AM
ResponseTek Networks Corp., a leading supplier of Customer Experience Management (CEM) software and services solutions, today announced that Aon Reed Stenhouse Inc. has implemented its Customer Experience Management Suite in order to demonstrate its commitment to being a transparent, client-centric organization. [PRWEB Apr 8, 2005]

We the customer

We the customer 07/26/2004 07:47 PM

Loic blogs about his experience with his customers and the French blogging community. This reminds me of when I got my bumps from the Japanese diary community about two years ago for trying to push blogging in Japan. We now have a very good relationship with the Japanese Net community, but it took a lot of work on the part of my team and the delivery on a lot of promises.

Comment - TrackBack

Q-Customer

Q-Customer 06/14/2004 11:07 PM
Project Approved

Here's a customer...

Here's a customer... 03/17/2005 02:55 AM
Ross Rader over at TuCows wants to buy a Web based group instant outliner for his team. 

When the customer is always wrong

When the customer is always wrong 08/09/2004 04:06 AM
Who's to blame for IT project crash and burn?

To Customer Service

To Customer Service 01/07/2004 03:21 PM
Dear Customer Service: Today I had a problem and called your help-line. I (like quite a few people) would prefer to solve the problem myself using your website, and I (like an increasing portion of the population) am perfectly competent to do so. Unfortunately, your web site does not have a solution to this particular problem, so I need to talk to a person. Imagine my dismay when, at three successive levels of telephone menu, I have to listen to lengthy exhortations on the wonderfulness of your Web site and on how it could solve my problem if I would go away and (please, please) not call you. If I could use the Web site, I wouldn’t be calling. This guarantees that by the time I eventually get through to a person, I will be irritated and prone to unfriendliness. As the proportion of people who are Web-connected and Web-competent increases, the cost-effectiveness of this kind of go-away message is going to fall. Please bear this in mind.

Best Buy Customer Disservice

Best Buy Customer Disservice 11/17/2003 07:45 PM

I've determined that Best Buy is the Clear Channel of electronics superstores. Much like how the megaopoly of Clear Channel stations means no real local radio DJs, today I found out you can no longer actually call a Best Buy store.

About a month ago, I called a local best buy using their listed number, talked to someone in appliances and bought a washer. Well, it turns out that after a couple weeks I noticed it doesn't exactly spray much water on clothes, not at all like the demo video that came with it. More like dribbling a few ounces of water instead of the robust sprayers shown in the company-provided instruction tape.

So today I call the same number to request a return. They first ask for my home phone number and name, which I find odd when I just want to talk to someone in the store, and when I relay the problem I find out that I need to go into the store to talk to someone in appliances. I tell the person that I just called my local store number to do just that -- to see if I should come in and discuss a replacement or exchange. Then we begin a tango of words.

"So, you're telling me that if I want to talk to someone in my local store, I need to go to the store, because calling the local number doesn't actually reach the store"

"That is correct"

"So why even have local numbers anymore? Why not just tell everyone to call 1-800-best-buy to speak to the call center?"

"Well, sir, our employees are very busy this time of year and can't answer phones"

"I called this number a month ago and spoke with someone on the floor"

"Well, that's not really fair to the people that walked into the store"

"I know, I was in the store waiting for an employee to get off the phone for ten minutes when I was shopping there."

"We're very sorry sir"

"So, here's my problem. I don't want to drive 45 minutes to my local store to find out I missed something, or I can't get a return, or that they could have scheduled it with me remotely."

"Your best bet is to go into your local store"

"Right, but a month ago I called ahead to make sure they had it in stock before I drove. I just want to talk to someone there before I drive there so I won't waste a couple hours on a pointless trip."

"I'm sorry sir, this is a call center, only best buy employees may speak directly to stores now. Please visit your local store. Thanks."

Best Buy has acheived a new low of cost-cutting superstore antics, to remove the entire ability to contact any local store while at the same time posing as if they are local. Their savings on customer service just cost them this customer, as I'm going to buy from my local Lowes or Sears from now on.

The customer is in charge

The customer is in charge 04/14/2004 06:31 AM
Chicago Tribune Apr 14 2004 11:10AM GMT

Customer Focused

Customer Focused 08/02/2004 03:26 PM
Constructech Magazine Aug 2 2004 7:55PM GMT

Customer Touch CRM

Customer Touch CRM 03/14/2003 07:27 PM
The team is growing!

The customer waits

The customer waits 07/22/2004 10:02 PM
globetechnology.com Jul 23 2004 2:11AM GMT

Customer callbacks

Customer callbacks 06/29/2004 08:38 PM

I just called PG&E, my gas company, to get my billing address changed. For some reason the bills are still coming to an old post office box number that I used when I was moving from one home to another. Even though I changed my service address, my billing address wasn’t ever changed.

Much to my dismay, after wading through the voicemail options to get to the right department I was greeted with a message informing me that there was a one and a half hour wait to speak to someone in customer service. But the voicemail system provided another option. Instead of waiting on hold, I was able to enter a phone number and have a customer service person call me back in about two hours. Smart move on their part.

How Not To Treat a New Customer

How Not To Treat a New Customer 07/09/2004 08:29 PM
I just switched to Vodafone from T-Mobile. I didn't really want to switch that badly, as T-Mobile's service had been...

Satisfying the customer

Satisfying the customer 06/17/2005 04:26 PM
ZDNet Jun 15 2005 11:42PM GMT

The customer is always right? Not
anymore

The customer is always right? Not
anymore 07/07/2004 02:57 PM

Another Satisfied Customer

Another Satisfied Customer 12/09/2002 11:36 PM
Tread lightly on the things of earth: Transition to new location complete Looks like I've successfully migrated my Radio weblog...

It's the Customer, Stupid!

It's the Customer, Stupid! 06/05/2005 10:54 PM
Best Buy expands in-store offerings for small-business customers.

Customer service of the future

Customer service of the future 01/11/2004 08:15 PM
ZDNet Australia Jan 11 2004 6:34PM ET

PeopleSoft's customer woes

PeopleSoft's customer woes 09/21/2004 12:56 AM
CNET News.com Sep 21 2004 4:40AM GMT

NSI Scores 100% Customer Satisfaction

NSI Scores 100% Customer Satisfaction 06/05/2004 02:50 AM
Customer satisfaction survey of IBM Business Partners [PRWEB Jun 5, 2004]

NorVergence Customer Help During
Bankruptcy

NorVergence Customer Help During
Bankruptcy 07/21/2004 02:32 AM
BroadBandUniverse.net a unbiased Telecommunication Service Web Portal announced today that it has set up a help a toll free help line and customer request form for NorVergence customers to request new service information to replace their cut-off or soon to be disconnected NorVergence service. http://www.broadbanduniverse.net/NorVergence-Help.html [PRWEB Jul 21, 2004]

When All The Humans Are Gone From
Customer Support

When All The Humans Are Gone From
Customer Support 12/29/2004 10:35 PM
The NY Times is running an article similar to ones that others have run before, noting how incredibly difficult it is to actually get a human on the phone these days when you need customer support from a company. While many people know the "tricks" such as hitting 0 to get around the painful menus, it looks like some companies are spending more time making it harder for customers to reach humans (rather than, say, actually figuring out ways to help their customers). This means that the "0" trick won't always work -- though, sometimes hitting it three or four times in a row will get you through. Other tricks include hitting the * key in the hopes of getting a company directory. What's still not clear is why companies do this. Most of these automated systems simply keep people on these phone calls for a longer period of time and tend to piss them off. My favorite system so far was a Comcast system that required me to go through twelve menus before I could speak to a human, whose first question to me was "what phone number are you calling from" when in step two or three I had specifically punched in my phone number.

Customer reference questions.

Customer reference questions. 06/10/2004 02:38 PM

My client is in the process of buying some software that will be used extensively across business units. As part of the process we’re talking to customer references from the tool vendors we’re considering.

When interviewing references, people don’t often know what to ask other than non-specific questions about how they like the product and how good the vendor support is. This is certainly the information you want to get, but unless you ask specific questions, you aren’t going to get specific answers.

I’ve put together some sample questions from past projects that should help anyone trying to get good information from references. Not all of these questions apply to every project, but they can be used as a good starting point for your own questionnaire.

Read more » (633 words)

T-Mobile about to loose a customer

T-Mobile about to loose a customer 09/14/2004 12:54 PM

My wife and I have been using T-mobile quite happily for the last 3 years. We have had the same phones and I have been thinking of a upgrade to the service as we are peaking our minutes and some new phones. I have been working with these idiots for the last 2 weeks trying to get a deal on some new phones. All said they are very unwilling to give us new free phones even though we are going to upgrade our plan to a 99.99 plan.

For my same dollars I can walk over to the Verizon both and get 2 new camera phones at very reduced prices and only sign a 1 year contract. It would make sense that T-Mobile would want to keep me as a customer. To not offer me a deal on 2 new phones is ridiculous. If you have a sure fire way to deal with these idiots before I switch to Verizon let me know.

Your Best Potential Customer Is Looking
For You Now On The Internet

Your Best Potential Customer Is Looking
For You Now On The Internet 01/28/2004 09:14 AM
Strategic Marketing Montreal Jan 28 2004 1:13PM GMT

definitively bad customer support

definitively bad customer support 07/23/2004 11:33 AM
it sounds like nobody's ever looked through this support process from the user's side

Customer boost at Vodafone

Customer boost at Vodafone 07/26/2004 09:06 AM
BBC Jul 26 2004 12:50PM GMT

Roomba customer support

Roomba customer support 07/02/2004 04:35 PM
We have a Roomba at home to sweet our floor while we're out (it's really noisy). Yes, from iRobot makers of the "next step in unmanned tactical mobile robots". In other words: They are makers of robotic killing machines! Anyway, one of the evil cats ate the power supply some time ago, so it hasn't gotten much use lately. (Her cats, I usually say when they do things like that) I sent them an email through their online email form...

BT confirms customer exodus

BT confirms customer exodus 05/20/2004 05:36 AM
'New wave' compensates for core revenue shortfall

How to Calculate Lifetime Customer Value

How to Calculate Lifetime Customer Value 06/01/2004 09:47 PM
Internet.com Jun 2 2004 2:31AM GMT

Customer boost for 3 despite loss

Customer boost for 3 despite loss 08/19/2004 06:00 AM
Third-generation mobile phone network 3 reports a rise in its UK customer base to 1.2 million - but its Hong Kong parent firm is hit by heavy 3G losses.

Your Customer Is A Search Engine

Your Customer Is A Search Engine 12/19/2004 02:59 PM
While consumer confidence in advertising is at an all-time low their confidence in search engines is growing.

Oracle Announces Customer Hub

Oracle Announces Customer Hub 01/29/2004 03:49 AM
Oracle is transitioning from its message of suite versus best of breed promulgated at past AppsWorld events. This year, the message at AppsWorld in San Diego is integration, and the recognition that companies may in fact have applications outside the Oracle E-Business Suite.

Customer-facing Helpdesk

Customer-facing Helpdesk 12/14/2003 01:37 PM
Candidate Databases

Customer Generated Demo

Customer Generated Demo 02/01/2005 09:39 PM
How cool is this?  One of our customers, inspired by Jon Udell's Wikipedia screencast (the best illustration I have seen on how wiki pages evolve over time), created his own Socialtext demo screencast and shared it in the Socialtext Customer...

Best Buy Has Customer Arrested For Using
$2 Bills

Best Buy Has Customer Arrested For Using
$2 Bills 04/07/2005 12:44 PM

A Baltimore man tried to pay for a Best Buy car stereo installation with $2 bills—and was arrested. Apparently the man was already upset with the Best Buy's service, so thought he'd stage a minor protest by using the uncommon currency:

"I'm just here to pay the bill," Bolesta says he told a cashier. "She looked at the $2 bills and told me, 'I don't have to take these if I don't want to.' I said, 'If you don't, I'm leaving. I've tried to pay my bill twice. You don't want these bills, you can sue me.' So she took the money. Like she's doing me a favor."

He remembers the cashier marking each bill with a pen. Then other store personnel began to gather, a few of them asking, "Are these real?"

(Thanks, C0bra!)

More proof that Best Buy is actually "Worst Buy": Man arrested for paying in $2 bills [Anandtech]

Top 5 customer support mistakes

Top 5 customer support mistakes 03/11/2003 09:44 AM
Interesting article on this topic here. IMO, nothing beats the old CSR-doesn't-know-what-he's-talking-about routine.
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The Customer Owns The Customer

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