re: Salesforce.com's New Message: It's The Customer, Stupid
Here's my problem with grand strategies to improve the customer experience -- technology is 90% of the solution but only 10% of the problem. Too often, the airlines, hotels, rental car companies, retailers, etc., that I deal with have decent websites and Facebook pages, online reservation systems and call centers, iPhone apps, and so on. Their targeted emails get thru to me every time with hard-to-resist offers. But it's the people, processes, and policies that fall short and cause too many of those companies to lose my loyalty. Tech implementations must be aligned with well-conceived and well-executed business processes.