2 Percent Creativity

I recently spoke to a customer service team for a very specialized contact center. They are part of a new breed in online lead management. They are practicing the essentials of CEM - Customer Experience Managment. Specializing in the real estate industry, their model could very easily translate to any industry that is concerned about the experience that customers receive when visiting the company’s website. More on this subject another time.

What was most interesting about this group was their response to one phrase that I used during the seminar. In a post last week, we talked about the famous ‘Rules of the Customer‘. Well that got its fair share of laughs and nods, but the one phrase that really got their attention was, “People will not remember what you said…. but, they will remember how you made them feel.” It was easy for every member of this very capable response team (their name for contact center staff), to empathize with their customers when they thought about this one phrase.

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Google is at it again! Google Trends was launched this week and first impressions are interesting. What to think of it is another thing. After testing some searches for real estate trends across the US, Canada and Australia, it was quickly apparent that overall searching for real estate is down 15-25% over the past two years ago in the US & Canada and UP over 35% in Australia. Interesting! Try out your own industry trends and see what you find.

Let us know what you think and what you find by leaving your comment below.

Now, here’s a lady with some serious gusto! I mean, take it or leave it. Get your own fork. Follow me or get out of my way. I don’t think I have read a better post aimed at the dis-eased corporate world, than this one. You must check it out, especially if you are working for a company just to collect the paycheck. Remember folks, it’s about making a life—not about making a living. Here’s a taste…

So now I want to help your employees leave and start their own business. Regain control of their life. Feel blood pumping in their veins and excitement in their chest as they wake up each day. I honestly wish that it were possible for them to feel that inside your company.

Get the complete post here - Escape from Cubicle Nation: Open letter to CEOs, COOs, CIOs and CFOs across the corporate world.