Scalable Intimacy : Remain Calm. All is well.

Thu, 5 Mar 2009 09:34:20 +0000

Hi Mike - Interesting post and a very positive spin on things to come. I do believe in our ability to innovate our way out of things however so I think most things will not change - just how we do them. Goods will still be shipped from China (or some other low cost area), but maybe the ships will be wind powered (http://www.inhabitat.com/2008/01/29/transportatio... and the cars hydrogen powered (http://findarticles.com/p/articles/mi_qn4156/is_2... Lets hope what doesn't happen is that as retailers close, competition becomes less so customer service becomes downgraded against the opportunity to "shoot fish in a barrel" - for the short term. ;o)

DMNews : Customer experience now more important for loyalty: Forrester - DMNews

Tue, 3 Mar 2009 22:56:40 +0000

Given that a recent Accenture report showed similar results and also highlighted that on average companies lose $4,000 of business when a customer switches it does help to "monetise" the argument for customer experience programmes/initiatives. A recent report from CMO Council also highlighted that 77% of companies don't track the nature of volume of email feedback from customers. I think the ASDA example with their "Tell ASDA" scheme getting 85,000 responses in its first month shows customers want to talk - companies just need to listen.

gdp's Comments

Scalable Intimacy : Remain Calm. All is well.

DMNews : Customer experience now more important for loyalty: Forrester - DMNews