1to1 Magazine - November/December 2008 - (Page 8) feedback Border Patrol’s Bad Behavior Must Be Stopped Don Peppers and Martha Rogers’ “Face to Face” column about the lack of customer service at the U.S. borders in the Sept./Oct. 2008 issue prompted readers to share their own customs experiences. If Don and Martha haven’t yet sent this article to the head of the U.S. CBP (Customs and Border Protection), they should. As a U.S. citizen who is a permanent resident of Canada, I cross the border every day. The behavior most days is okay, but usually just barely above civilized. On some days the behavior is downright appalling. Several times I’ve been harassed, even once being asked why I still work in the U.S. and take jobs away from more-deserving U.S. citizens. Please, if this article hasn’t been sent to the head of the CBP, then send it. buzz from the blog Elevating the Customer Experience Readers responded to Ginger Conlon’s blog post “There’s More Than One Way to Customer Experience Success (In Fact, Here Are 7)” I think the key is to make sure that the organization stays true to its stated intent of delivering a superior customer experience. This means ensuring customer experience is on senior management’s radar by having appropriate MI in place and, above all, making sure that it links to performance and rewards at all levels in the organization. My experience is that organizations often don’t treat customer experience in a strategic way because these things are easy to say but difficult (though not impossible) to do. Maureen Fyke Your “Face to Face” article was on target. My wife, son, and I traveled from Montana to Canada earlier this year and upon entering Canada, the border guard was very warm and welcoming, even talking about fishing with us. However, when we returned to the U.S., the border agents were very rude and downright mean. And we are Americans. It made us so angry and embarrassed to think that foreign visitors would be treated this way. No wonder they have low opinions of America. What a shame. Nick Bush | Open Chord Ltd. Is it a matter of not knowing what customer-centric things to do or not having the systems that allow them to be consistently scaled across the enterprise? Most people I speak to will easily list the better aspects and practices of customer centricity, but then quite literally stop and say their constraint isn’t the people or motivation, but the hardware or software. Kevin Stump | Interconn Resources | Alabama Miro Slodki | Brand Central Consulting 1to1 poll Yes: 6% We asked our readers in a recent blog post: “Can social media users have an expectation of privacy for the information they reveal online?” Other:12% The creation and spreading of websites is growing every day, and during this development we are observing an evolution in the CRM made for e-commerce. In the beginning, one had to possess a more creative website to penetrate the virtual market— at that time it was enough. Today the competition is so intense that having a good sense and using the available CRM tools correctly, you can elevate the company to a better position. Guiaes de Barros Log on to 1to1media.com/weblog to join the conversation. No: 82% The Golden Rule In her editor’s note in 1to1 Weekly (9/15/08), Ginger Conlon said companies should follow the Golden Rule when dealing with customers. Organizations spend a lot of money on programs designed to teach employees how to treat customers. What you say in your note is 100 percent on the money. I see a lot of complaints from customers who claim they are not given the attention they should have been given. I totally agree with your assessment of the employee/customer interaction. Source: 1to1 Media Tell us your opinion. Email us at magazine@1to1.com Julian Cervantes | Mission Regional Medical Center | Mission, Texas 8 1to1 magazine www.1to1media.com http://www.1to1media.com/view.aspx?itemid=29293 http://www.1to1media.com/weblog http://www.1to1media.com
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