Weathering the Economic Storm Unleashes Twitter Downpour
October 12th, 2009
Live tweeters were out in force Monday morning during the “Weathering the Economic Storm” breakout session. We captured the activity in the comments: http://bit.ly/18zkkw.
Do you have any takeaways from other morning sessions that you’d like to share with others? You can use the comments thread to make additions.
Here are the sessions:
- Weathering the Economic Storm: Maximizing the Value of Your Customer Care Center (San Ignacio)
- Taking Your Customer Experience to the Next Level (Arizona Salon 10 & 11)
- From Production to Process to Culture: Evolving Your Customer Experience (San Xavier)
- Driving Value from the Voice of the Consumer (Arizona Salon 8 & 9)
Here are great takeaways tweeted out from the session Weathering the Economic Storm:
Nike using IVR key.. know the customer, intergrate multiple systems.. still show your persona
Nike.. offer other self service options including web., from RightNow Tech
Nike offers Virtual Hold. If in queue to long, offers customer option of having a callback
Campbell Soup focus Doing Things Right
Campbell Soup “Every Consumer Interaction is a marketing opportunity”
Campbell Soup – Develop Support Plans for Key Internal Client Groups to understand their needs
P&G – Three Levers to reduce costs “what is the work, who does work, how do you do it.”
P&G – work from home agents to reduce costs. Overhead costs, lower turnover, higher employee satisfaction
P&G – treat your department as its own business. Sell your services to organization. Partner w/ Internal Groups on services
Jason from Nike – “if you don’t have an online FAQ, stop everything else you are doing and focus on that”
P&G – Information is like Garbage.. You must know what to do with it before you start collecting it. Ha!
Nike recommends reading “The Best Service is No Service” by Bill Price
Nike – Advertise a culture, not a product.
Culture will gobble up any strategy
Do you have any takeaways from other morning breakouts that you’d like to share with others? Please post them in the comments box below.
Quick tip from Voice of Consumer session – Don’t just have alerts based on structured data. In addition use unstructured data.
Campbell’s recommends doing the right things and doing them well. Learn what keeps your brand managers up at night so you can help them.
Jason Clement recommends the book “The Best Service is No Service”
P&G – decrease your costs and take on new roles.