Customer Service

[caption id="" align="alignright" width="239" caption="Image via Wikipedia"]Different customer loyality cards (airlines, c...[/caption]
When considering customer experience, the best model is that of an hourglass, not a funnel.  In a webinar hosted by Crowd Factory, Altimeter Group’s Jeremiah Owyang cited Joseph Jaffe’s book “Flip the Funnel,” which posits that many companies spend all their time and energy on trying to lure customers to the point of purchase — and then stop investing in those customers once the transaction has been made. Owyang said an hourglass model, which places value on customers both before and after the purchase, can help grow a company’s customer base by gaining customer loyalty and promoting customer advocacy. “Individual efforts result in an incomplete customer experience,” Owyang said, referring to a diagram that shows a seven-level customer life cycle. Some of his key points for each phase:
  • Use paid media to fuel awareness. If a pre-existing online community or social site can suit your needs, don’t waste time coming up with a new one.
  • Foster an environment for customer consideration. Many consumers swear

[caption id="" align="alignright" width="300" caption="Image via Wikipedia"]TICSS Customer Service Measurement Model[/caption]

CRM Overview:

In the Consumer Packaged Goods Industry, World Class Customer Service is demanded to ensure a customer centric approach in dealing with customers to maintain a competitive advantage in management of products and services in the marketplace; implementing the right strategies to reduce costs, and improve customer satisfaction across all potential customer touch-points, become sources of a competitive differentiation: Planning and Business Development; Create relationship and interface with external and internal customers in an effort to understand the needs of each group. Define based on industry. Based on needs, develops and implements new strategies to provide the desired level of service to stakeholders continuously improving customer experiences. Innovation- Business Process Improvement; Directs initiatives, driving stakeholder and or cross-functional collaboration to insure high quality decisions and results are achieved. Researches, evaluates and recommends outsource solutions in an effort to reduce operating expenses without sacrificing service levels. Customer Service Operations; Leads strategy and implementation of all