Rid the World of Bad Experiences - RIGHT NOW
Speaking at the RIGHT NOW users conference in Colorado Springs. Right Now made a major announcement to distance themselves from the world of CRM. CEO Greg Gianforte essentially said that the idea of Customer Relationship Management was fundamentally flawed. That customers(like co-workers) don’t want to be managed…. they want to be led, they want to be engaged, heard, connected and delighted! They no longer want to be associated with CRM… they see themselves and their future as being all about CX. Customer Experience.
the new RIGHT NOW mission: “To Rid the World of Bad Experiences”
After Mr. Gianfortes opening remarks….. they showed a youtube clip that many of you have seen called. “United Breaks Guitars” to illustrate two things. A “bad experience” and the incredible power of social media. I had watched this clip about 2 months ago… and was looking forward to watching it again… when Right Now raised the bar, and enhanced the experience by having the songwriter Dave Carroll step out onto the stage halfway through the song and finish it in person.
Later that day I would enjoy hearing Dave Carroll give his very first keynote speech as he told the story of his 9 month long losing battle with United Airlines to get them to pay for a guitar that they broke. When they finally told him to stop calling and e-mailing that they were not going to respond anymore…. he promised them that he would write 3 songs with a goal to get 1 million views. It turns out he was shooting a bit low on the goal which was exceed in a couple of weeks and is currently past 6 million. His song resonates and gives rhythm and voice to the pain of millions who feel as if his song is justice for all the times their own cries for justice went unheard and unanswered.
You can watch this video at work as you discuss the implications of social media, customer service, and employee empowerment. And you can have fun as you do. United is reported to have lost 10 points or 10% of their market capitalization as a result of this one incident. OUCH!
And Rebecca and I got to meet Dave Carroll too! SUPER QUALITY GUY
October 28th, 2009 at 11:18 am
Au contraire! Actually if CRM is used properly, a company is better able to use a customer centric approach to their sales and marketing resulting in a more efficient and financially beneficial approach for all. I mean, if you figure out who your customers really are, their wants, experiences and needs, you can better understand how to make them happy. A happy customer spends more.