Hi,
One of our readers of this blog, Christopher, who has emailed me some of his comments about my last posting, 3 Generations of Customer Service. Christopher is an expert in CRM from the other side of the world (I mean, U.S.). His comment is very valid and so I revise my Point 4 and add a Point 13 of my Keywords List.
Many thanks, Christopher!
Here is the new list:
1. 360 Degrees Customer Interaction.
2. 7/24/365 Customer Intimacy.
3. Values Transfer.
4. Interaction is not just Transaction.
5. CRM is Customer Relationship, not a data, computer system and/or selling tool.
6. World-Class Service, not just your own standards.
7. Standardization is Not Enough. 100% Objective Verification is the Key.
8. Customer Service is Not Selling Tactfully.
9. Outside-In, Not Inside-Out.
10. Targetted Customers is Not a Marketing Term.
11. Easy-To-Do-Business-With.
12. Make Your People Happy, Not Your Customer.
13. Service is Culturally Dependent.
Keith
Explore, Exceed & Excel
