Comments by Frank Eliason Subscribe

Shep,

Thank you for the write up! I will be piggy backing on this in the next few days. I could not agree more, but I would add one key point. It is obvious to me that he was in the wrong job, period. Not everyone should have a role that interacts with Customers. I agree with Peter that it seems in many ways we have become more disrespectful as Customers. We need to change that, and companies need to review what is creating that feeling. In some cases that does mean, as Shep pointed out, the need to fire the Customer. At no time should an employee feel the need to take this type of action. If you hate your job this much, I think it would be better in the long term to find a job that would make you happy.

Frank

August 13, 2010 View Comment

On How CRM and Social Media Evolved to Social CRM

Jacob good post! I did not know the name for CRM, but practiced it for years. Unfortunately coming from the service side, I am not sure I saw it used to its fullest. Social caused me to fully understand the benefits and how it can used throughout an organization.

August 3, 2010 View Comment

On Its Time to Think Differently about CRM

Christopher,

I think you hit the nail on the head, it is too one sided and we have to stop looking at it from that perspective. That is where the change must happen. Thanks for the comment!

Frank

BTW That is one of my favorite videos too! I have used it before, especially when presenting to marketers

March 29, 2010 View Comment

On Mister, Can You Spare Some Change?

Ready or not change is already happening, it is a question of when the company will recognize that fact. Good post!

March 29, 2010 View Comment

On The Evolution of Customer Familiarity

Esteban,

Great review of exactly what has been on my mind lately. I was already planning to write on a similar topic to this. I think it is time to rethink what CRM really means. Customers do not want to be seen as data points, but as human beings with needs. Thank you for continuing to be an inspiration.

Frank

March 28, 2010 View Comment

On Is Your Customer Service World Class?

Esteban,

Thank you so much for the kind words. I enjoy your perspective and I think we both see a greater emphasis on the Customer in the coming years ahead. It is truly an exciting time. I also love your idea at both. There is another benefit with surveys immediately following the call and that is service recovery. The more immediate you know, the faster the organization can help. The trouble I have had with surveys immediately following the call is sometimes it skewed toward people that did not feel the experience was ideal, but the response rate at the later survey was better spread out among all Customers. As you point out though, a good mix of both could provide the best data of all.

Thanks for the kind words!

Frank

January 19, 2010 View Comment

On Tell A Story of Widgets and Whatchamacallits

I agree with you Kim. Companies have to find as many ways to connect and understand their Customers. There are also great tools like Verint Speech Analytics, that can take calls, and make the words searchable. This allows anyone the ability to listen to real Customer contacts on any topic of interest. The key is the leaders need to have a connection to their Customers and live the Customer experience as part of decision making.

January 6, 2010 View Comment