by Rob Addy | May 28, 2012 | 2 Comments
Active involvement in a process makes the process more valuable in the eyes of the participating customer. Just ask Maxine Clarke, the Chief Executive Bear, at Build-A-Bear. Providing the involvement is initiated and driven by the customer to avoid them feeling that they are doing the provider’s job for them, then customers are likely to [...]
Category: Support Strategy Support Value Technologies Underpinning Support Tags:
by Rob Addy | May 25, 2012 | Submit a Comment
After watching the two Eurovision semi finals this week I am struck by many thoughts. Why didn’t Austria’s rapper with his pole dancing dominatrix accompaniment get through? Is there a small animal curled up on the top of the Albanian singer’s head pretending to be a hairstyle? Are the rumours true that the Spanish contestant [...]
Category: Customer Experience Tags: Customer Constituencies, Customer Experience, Processes and Methodologies, Support Consumers, TRKFAM
by Rob Addy | May 10, 2012 | Submit a Comment
Game theory and the desire to realize short term competitive advantage suggest that someone will eventually break open the support black box as a means to differentiate themselves. A Gartner poll of over a hundred practitioners showed that 73% of product managers and marketers in technology providers are “concerned” or “very concerned” about their competitors [...]
Category: Support Strategy Tags: Strategic Planning, support as a weapon, TRKFAM, Value Proposition
by Rob Addy | May 6, 2012 | Submit a Comment
Support related reporting packs MUST evolve from backward looking accounts of provider and product failure to include as much detail about what went right as well as what went wrong. Focusing solely on the negatives is best left for those with sadomasochistic tendencies and a love for Leonard Cohen albums. If you regularly present your [...]
Category: Customer Experience Support Value Technologies Underpinning Support Tags: Dashboards, Processes and Methodologies, Reporting and Metrics, TRKFAM, Value Demonstration, Value Proposition
