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Report Details Pleasing Customers In Down Times

December 09, 2008

Customer Futures, described by its officials as an international members-based network to the improvement of customer experience which is owned by OgilvyOne Worldwide, has published a free report to help firms retain their customers in an economic downturn.

Recently, Customer Futures’ MD Peter Lavers teamed up with his San Francisco-based associate, John Todor of The Whetstone Edge, to commission what they regarded as “some of the world’s top experts in Customer Experience Management” to write short papers on how not to lose customer focus when difficult decisions have to be made.

The resulting publication, cleverly titled The Importance of the Customer Experience in a Down Economy, originally published for Customer Futures’ membership, is now available free for all.
Earlier this year, Lavers announced he was teaming up with Merlin Sone to lead WCL's Customer Management Practice. Lavers said he would retain his Customer Futures responsibilities, as the two are wholly complementary. 
WCL’s Customer Management Practice is designed to help companies improve the value they deliver to customers while making more profit by enabling them to improve their business competence of managing customers.

Lavers says the report is “for all business people who are facing tough decisions at the moment. It contains numerous nuggets of good sound advice from 18 different contributors who are some of the world’s most respected experts in the field.”

The report can be downloaded completely free from Down Economy Publication. You will be asked to register.
Lavers speaks of businesses making right tough decisions; not ones that will alienate their customer bases and so cause prolonged suffering even when good times return. He hopes it also helps those same readers influence others regarding the importance of customers – and the staff that serve them – in these trying times.

Todor notes that while “there are always winners and losers in down economies,” winners act “to create competitive differentiation that is meaningful and valued by customers. Losers focus internally on cost-containment and efficiency.”
Don’t forget to check out ContactCenterSolutions’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Fixed Service Strategies for Mobile Network Operators, brought to you by Comverse.

David Sims is a contributing editor for ContactCenterSolutions. To read more of David's articles, please visit his columnist page. He also blogs for ContactCenterSolutions here.

Edited by Michelle Robart