News Splash, 1st Quarter 2008

Welcome to News Splash, the newsletter of Springboard Commercial Solutions. Our aim is to provide you with a quarterly update covering new developments in customer management and at Springboard CS. This is the first issue for 2008 so the editorial team here at Springboard CS would like to take this opportunity to wish you all a Happy New Year.

CxP…………….What’s this all about?
As an organisation you will be setting expectations in the minds of your customers, dictating the experience they can expect. CXP is generated across the multitude of different customer touch points, products or services that you provide and as such cannot be measured as a uni-dimensional “How was it for you ?” exercise actioned via a call centre. Rather the measurement of CxP requires a multidimensional physical and emotional measurement device. Customers constantly assess the reality of their experience versus their expectations and based on how you measure up will make decisions [conscious or un-conscious ] about future purchases, personal recommendations etc. As a manufacturer/service provider you have CHOICES and can pro-actively choose where you wish to manage your customers experience.
	If you want to find out find out more about CxP either:- <Click Here> or contact@springboardcs.com

Generating Insight from Customer Data

If you have ever felt the need to utter the phrase “We’re data rich but information poor” it may be comforting to know that you are not alone and, in fact, are part of the majority. But not too comforting. Knowing how to get out of that situation can seem like a daunting task. There are lots of people out there who will offer to do cluster analyses, data mining (whatever that means), profiling, segmentation, log it analysis, factor analysis, targeting, propensity modelling, response analysis, customer value optimisation and so on and so on. But what does it all mean?

If you would like to see the complete article then <click here>

Succession Planning made real! A Springboard client was experiencing a real challenge in the area of succession planning – Interested to know more and see the complete article then. <click here> Springboard approach to Customer Experience Development ~ Phase One CxP always starts from the same place ~ INSIGHT into your customers/consumers. What your customers/consumers think, feel, see and hear, then uses these insights to develop tangible solutions that enhance your experience. Interested to know more about CxP? <click here>

Play the Customer Experience Accumulator Positive and negative customer experiences accumulate little by little until they feel huge. We’d like our readers to help us gather some anecdotal evidence by entering the Customer Experience Accumulator challenge. Send us your customer experience stories and we’ll pick out the best one to feature in the next edition. If ‘Good’, what was memorable and what will you tell your friends? If ‘Bad’ where did the gap between your expectation and experience occur and what was your response? The winner will also receive:- a bottle of Taittinger Champagne Send us your experience to enter This quarter our customer experience example is from:- SAS ‘Flying Low’ on Customer Experience Download the story.

How has your experience as customers been lately? Good? Mediocre? Or just downright hair-tearingly atrocious? I ask because, like many of you reading this article, I suspect that we wear two hats. As Managers, consultants, or even academics, we are busy advising companies on how to tackle issues of Customer Experience. We are aware of how central it is to commercial success: and we are either measuring the gap between what is intended and what is achieved (auditing): or we are busy implementing new systems to enhance Customer experience. To download the full article <click here>

EFFECTIVELY MANAGING RISKS IN ALLIANCES. Turn threats into opportunities and help add value to the business and its partners. Pressures are increasing on organisations to achieve more success with less resource and focus on what they do well. Businesses are continually using alliances as a means of meeting their strategic goals. Reports and surveys over the past few years have reinforced that firms will increasingly rely on alliances in the future. Within this article we explore the context and highlight the how. <click here>

Helping Create Insight from your Data

Our featured Partner for this issue is…………………………… RedRoute International

RedRoute International is a Marketing Effectiveness Agency.
RedRoute International provide, on a contract basis, data and analysis services that enable clients to increase the sales effectiveness of their marketing budgets, both at brand level and individual customer level.

If you would like to know more then follow the link:- contact@springboardcs.com

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