Home > Call Center, CRM > Theory is Great; Solving Real Problems Rocks!

Theory is Great; Solving Real Problems Rocks!

Earlier this week Sword Ciboodle announced new relationship with Nicor National. We put out a press release (which is ‘old school’), and I challenged our new Public Relations team to dive a little deeper into Nicor National’s perspective regarding the selection process.  Despite being an ‘outside agency,’ I consider Liz and Anne an extension of our team, so it was time well spent as the begin just their second month with us. The rose to the challenge and spent some time with the customer!

Why is this exercise important? Well, let’s face it- press releases have their place, but we thought we could get a little more insight on what Nicor’s choice really means to them and their customers.  After we issued the official release, Liz sat down with Barbara Porter, Vice President of Customer Service and Business Development of Nicor National to have a candid Q&A.  The Questions below are direct from the conversation, my color commentary should be quite clear.

Perspective

Q: Before deciding to engage with Sword Ciboodle, how did you manage your customer relationships?

A: We had multiple systems, about 10 or 11. It was just becoming far too complex to manage our interactions with our customers.

My POV: In talking with customers and doing industry research, companies are lumping these two problems together, when they can be separated. Many companies are deciding that the transactional and data parts of many systems are just fine. It is the user experience that is becoming harder and harder to manage.

Q: What was the moment that really signaled it was time for Nicor National to change?

A: Our processes just weren’t customer friendly anymore. It was difficult for both our reps and customers and once that became very apparent, we knew we needed toexplore other options.

My POV: Putting the customer’s needs at the center of an infrastructure change can be an uphill battle. The ROI can be difficult to measure – possible, but not easy. Doing right by the customer always makes sense – period.

Q: What made you decide to select Sword Ciboodle?

A: We actually met Sword Ciboodle at a conference. We realized quickly that the team had great experience in our industry and truly understood our business at ahigh level. That’s just as important to us as the technology.

My POV: It is refreshing to hear a comment like this – for one, that the world of Marketing cannot simply be solved only using “Inbound” approaches. Business still takes place between people, in person, where you can shake hands and discuss business over lunch.

Q: Are you exploring other methods of engaging customers such as through social media channels?

A: Yes! Our customers have been indicating they want this more and more, particularly to communicate with us in general, pay bills, check their status and other areas that help maintain their relationship with us. We currently use a system called Allegiance to create customer surveys, as well as receive direct feedback from customers. We are hearing more and more from them that they want social functionality.

My POV: This is fun to hear and interesting at the same time. Those of you who know me, well ‘commentary’ will simply not cut it. I will try to schedule more time with Ms. Porter and dig in a bit more on this one.

Q: Anything else you think people should know?

A: All along our focus has been to create a positive experience for both our staff and customers. The two go hand-in-hand. We know Sword Ciboodle is going to help us deliver on that commitment. Once the program is entirely rolled out and themultiple systems are gone, it’s going to be fabulous!

My POV: Serving Nicor National and its customers is especially going to be fun and interesting because this is an industry where it can often be tricky to deliver truly personalized customer service. We are looking forward to following their success…

Liz was kind enough to add the following POV as well “We love any opportunity to brag about our clients’ customer successes- particularly when it pertains making consumers’ lives easier. We hear customer service “horror stories” everyday, so it’s a pleasant change of pace when we get to examine companies who are ‘doing it right.'”

Here is a link to the ‘old school’ release. Will we continue to issue press releases? Yes, because there is still value in sending them out, people do read them – I am told.

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  1. June 24, 2011 at 4:15 pm

    “Will we continue to issue press releases? Yes, because there is still value in sending them out, people do read them – I am told.”

    How dare you! 😉 Actually, people do read them, but they’re not the PR “Be All, End All” of company communication. They’re useful for skimming for facts and details, which is why we try to always make them short and sweet, and don’t recommend putting every single announcement over the wires. Very often when we speak with press or analysts they’ll say, “can you please send me a news release that I can look at?” So they’re more or less a good overview and leave-behind for a specific topic.

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