The last Mile Customer Experience

A further reality is that, especially in large organizations with large numbers of employees interacting with customers, the majority of these people typically have limited knowledge/education/training/experience. They are among the lower paid of the organization’s staff, and they churn fairly often. Yet as the “Last Mile”, the organization relies on these same employees to carry the brand torch and deliver exceptional customer experiences. They are expected to correctly and consistently understand and apply policies and procedures, to know when and how to make proper exceptions to those procedures, to know the products, to know the business domain, to understand and use the information resources being delivered to them in the 360-degree view of the customer, as well as have the skills to dynamically access and transform all of this into an empathetic and effective interaction. And, more often than not, they are expected to do so on the first call. To add to the complexity, all this information and these processes change fairly often.

http://winningconversations.cincom.com/2010/11/recognizing-understanding-and-solving-%e2%80%9cthe-last-mile%e2%80%9d-constraint-in-customer-interactions/

Track and Trace Update

Example of our work , brokers required to market our systems into SADC region and the UK initially.





RegardsMike ShragaIncreasing Customer Service With Systems TechnologyEmail For More Information On Warehouse-IT

Warehouse-IT And Winfreight

2009 is the year we roll out our systems into the world market via dedicated servers, both systems have been re-written in ASP.NET2 with a MSSQL2005 database, companies local and worldwide can log on, register and test the systems!

We believe in a recession South Africa will play a major part in assisting International companies to computerize cost effectively, the Rand will always be weak so there is no better place to source your IT software requirements!

Regards
Mike Shraga
Managing Director
Kuepper International (Pty) Ltd.
Increasing Customer Service With Systems Technology

Encourage others to be creative with you in 2009!

I was looking for a answer today on enhancing my 2009 business plan and stumbled upon this sentence which hit me like a brick, why not ask our current user base ( and prospective user base) to be creative with our software library on top of selling them the normal program, not a "open source" project but more a added value project to their current licensed versions to assist them to earn more income / win more distribution contracts in a recession!

As the author of my own destiny in my chosen field, I can take any idea and "paint" the picture in usable code that earns our clients currently millions and gives back a very good ROI to them, now if you visit my previous blogs using your (R)evenue (E)arning (T)alent, hidden or otherwise this is a sure way to re-invent your marketing strategy for 2009!

Regards
Mike Shraga
Increasing Customer Service With Systems Technology

Email For More Information On the Winfreight Software