SOURCE: Cincom Systems

March 26, 2007 12:17 ET

John Todor Discusses the Psychological Principles That Underlie Compelling Customer Experiences

Thought-Provoking Webinar Challenges Business Leaders to Turn Customers From Indifferent to Addicted

CINCINNATI, OH -- (MARKET WIRE) -- March 26, 2007 -- How do you get customers hooked on your company? The answer begins with the psychological principles that underlie compelling customer experiences. In a recorded webinar released today by Cincom Systems, "Hooked: The Psychology of the Customer Experience" (www.cincom.com/hooked), renowned author and speaker, John Todor, PhD, combines research, practical methodologies, and real-world examples of successful companies to explore these topics:

--  The psychological principles that underlie compelling customer
    experience
--  The two distinct buying personalities that customers employ
--  How to avoid the triggers that "turn on" the less-desirable
    personality
--  Strategies to engage the personality that leads to loyalty and
    commitment
--  How to turn indifferent customers into committed (addicted) customers
    
Why are the psychological principles underlying a compelling customer experience so important? According to Cincom Systems' Randy Saunders, developed nations are moving from a service economy to an "experience" economy. "Customer experience goes way beyond traditional 'customer service.' It's more about the cumulative relationship you develop with your customers every time they touch your company -- through your products, processes, people and supporting technologies. This is a company-wide shift that changes decision-making and how you execute in every department of the firm."

Ron Barker, Business Development Manager, Robertson Telecom, had this to say about "Hooked: The Psychology of the Customer Experience": "Extremely insightful! Looking at customer experience from a psychological perspective reminds practitioners that to truly engage with customers you must understand the customer's buying personalities -- and you can't always expect instant results."

Customer experience often starts at the call center. In this environment, it is vital to deliver a perfect customer experience. Cincom Synchrony™, Cincom's customer experience management system for contact centers, was designed to provide all of the information that contact center agents need to provide this kind of perfect experience. The software automatically accesses information from other systems located throughout the organization and puts it on the agent's desktop where it can be used to create a more relevant discussion and faster resolution of customer needs. When customers experience this heightened level of service, they typically become advocates and refer more business to the organization. Synchrony provides inbound and outbound environments with a high-value, low-cost contact center solution.

To listen to "Hooked: The Psychology of the Customer Experience," please visit www.cincom.com/hooked.

To learn more about Cincom Synchrony, please visit www.cincom.com/synchrony.

About John Todor

John I. Todor, PhD is the Managing Partner of The Whetstone Edge, LLC, a customer experience consulting and training firm that applies scholarly research on human behavior to buyer-seller dynamics including customer loyalty, trust, retention, customer service, CRM (Customer Relationship Management), and marketing strategy. Customer care, acquisition, and client relationships are profoundly affected by the underlying psychological principles that lead to customer satisfaction, trust, loyalty, and long-term, high lifetime value. He speaks and consults worldwide on these topics. His latest book is "Addicted Customers: How to Get Them Hooked on Your Company." More information is available at www.TheWhetstoneEdge.com. He is also a contributor to the The Perfect Customer Experience blog, a blog for business managers who want to stay on top of developments in customer experience management.

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 transform their businesses and 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.

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

© 2007 Cincom Systems, Inc.

All Rights Reserved

Contact Information

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