SOURCE: Cincom Systems

August 21, 2006 11:23 ET

Four Criteria Are Necessary to Sustain Any Customer Experience Management Effort

CINCINNATI, OH -- (MARKET WIRE) -- August 21, 2006 -- Customer experiences are not created in a vacuum; they evolve from industry conventions, customer demands, executive orders, peer exchanges, and expert advice -- and crystallize in the contact center. In a white paper published by Cincom Systems titled "Customer Experience Happens in the Contact Center," (www.cincom.com/shaunsmith) customer experience expert Shaun Smith identifies four criteria that are the base for any sustainable customer experience management effort.

A positive, managed customer experience must be based on processes that are:

--  Consistent
--  Intentional
--  Differentiated
--  Valuable
    
The contact center faces unique challenges in meeting the requirements to follow each of these directives, but meeting that challenge head-on is critical if the customer experience is truly a priority.

Great customer experiences are no accident, as industry-leading companies prove again and again. This white paper discusses and illustrates with real-world observations:

--  How complacency is the enemy of customer experience
--  How to be a customer experience standout
--  The characteristics of a customer experience
    
As a provider of contact center and agent desktop technology through its Synchrony™ application (www.cincom.com/synchrony), Cincom is collaborating with Shaun Smith and his company (www.shaunsmithco.com) to build thought leadership around customer experience in the contact center.

Each and every customer touch is a test of the organization and its brand promise. Every time you interact, a customer experience happens -- good, bad, or indifferent. Every interaction is an opportunity to create, nurture, and strengthen customer relationships through each and every experience with the contact center. Cincom Synchrony enables organizations to deliver consistent, intentional, differentiated, and valuable customer experiences in the contact center.

To download a copy of this white paper, with insights from Shaun Smith, visit www.cincom.com/shaunsmith.

About Shaun Smith

Shaun is a leading consultant in helping organizations differentiate through customer service and deliver their brand through their people. He is an inspirational presenter and respected author with a wealth of worldwide practical experience. Shaun has been a key catalyst in expanding management focus from the tactical issues of customer service to the much wider and strategic issue of customer experience. He has developed some of the latest thinking and practice around this subject, helping organizations worldwide to create a compelling customer experience that achieves brand differentiation and long-term customer loyalty. Published in May 2006, Shaun's new book, "See, Feel, Think, Do -- the Power of Instinct in Business," argues that the pendulum has swung too far toward "managing by the numbers" and away from "leading from the gut." For more information, visit www.shaunsmithco.com.

About Cincom Systems

Cincom delivers and supports innovative software and services to simplify complex business processes. For nearly 40 years, we have empowered thousands of clients worldwide to outperform the competition by providing ways to increase revenue, control cost, minimize risk and achieve rapid ROI.

Cincom serves clients on six continents including BMW, Citibank, Boeing, Northwestern Mutual, Federal Express, Ericsson, Penn State University, Milacron, Siemens, Rockwell Automation and Trane. For more information about Cincom's products and services, contact Cincom at 1-800-2CINCOM (USA only), send an e-mail to info@cincom.com or visit the company's website at www.cincom.com.

Trademarks: Cincom, the Quadrant Logo and Synchrony are trademarks or registered trademarks of Cincom Systems, Inc. All other trademarks belong to their respective companies.

© 2006 Cincom Systems, Inc. All Rights Reserved

Contact Information

  • Media Contacts:
    Donna Burns
    Public Relations Specialist
    Cincom Systems, Inc.
    513.612.2305
    Email Contact