Confirmit Stream

An interesting post in the Harvard Business Review blog caught my eye this week.  In it the author discussed the concept of Confirmation Bias, in which we tend to see those things we want to see in data.  In his case, he managed to nearly give himself frostbite, simply because he refused to credit the evidence in front of him that he was underdressed while skiing.  The fact that it was spring and should have been warm kept him from protecting himself against the very cold day.

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Good news for contact center customers (which at some point or another, is most of us). According to a recent article in the UK’s Call Centre Focus, the idea of investing in, and prioritizing trust and customer retention has filtered upstairs to executive management. The article references a Gartner report that suggests that a focus on enhancing customer relationships is starting now, and is likely to remain a priority for the next 5 years as customers recover from the recession and start to spend more freely.

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The role that mobile phones play in market research is becoming increasingly apparent, and as many commentators warn, researchers ignore cell phone users at their peril. This blog entry on Research Live is just one of a host of commentaries on the subject.

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Pat Molloy, Confirmit’s Chief Strategy Officer, describes the process and mood in Oslo during the launch of Confirmit Horizons Version 15 on Confirmit’s On Demand environments.
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Ah, the customer survey. Many hotels send lengthy questionnaires after a stay; most cable and telecom providers ask for a brief assessment after a service call; an ever-increasing number of companies across every industry ask the Net Promoter–style willingness-to-recommend question. The one thing far too few companies do, however, is tell customers what they plan to do with that information.
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This story has been blogged about all over the place, but I’m going to talk about it anyway (I know a bandwagon when I see one!) Anyway, it includes customer feedback and bad language, so it’s right up my alley. (Note: to see the actual exchange discussed, you’ll need to visit the referenced Facebook page, and if you’re easily offended by swearing, skip it altogether. Really, go and have a cup of something soothing instead.)
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