The latest in my Pinch Punch series of posts. It’s my clumsy attempt at poetry, aiming to capture the moment of the Covid lockdown, along with my own passion for Customer Experience excellence and the technology landscape that either enables or thwarts this
The latest in my Punch Punch series of posts, where I attempt to describe what’s going on under the Covid crisis using my finely honed poetry skills,
Pinch punch, it's September 1st Covid 19 has made the workforce dispersed Working remotely is now the new way But for many they're excited for the office return day Life's been a bit different for a large part of the year And I've read that we're all drinking more beer Social distancing continues to be followed And facemasks are being bought by the load We're yearning for our cancelled events to reopen Going to concerts that evoke our emotion Business as usual is no longer the case We're meeting by video and not face to face Communication tools have become more critical As they're bridging the gap to replace the physical As we increasingly use our digital options Business must accelerate their adoption Meeting customers the way they want to engage Before you send them into a rage Don't make us queue for hours and hours Give us the tools and self service powers We don't need to wait to get something done We want to do it ourselves whilst on the run When you make it easy, we're as pleased as can be Calling is ok but but it's not always for me WhatsApp and other asynch channels are a boon They save me holding and queuing and feeling like a buffoon. It's easy to do with software in the cloud No rip and replace need to be allowed And It's ready in hours rather than weeks The solution is exactly what everyone seeks Make the move now, don't get left behind Your customers will appreciate you're that way inclined Koopid AI is leading the surge And they're poised and ready for when you get the urge
The latest in my Punch Punch series of posts, where I attempt to describe what’s going on under the Covid crisis using my finely honed poetry skills, 😜 with a slant on prevailing Customer Experience for us all
Pinch punch it’s August 1st
Lockdown is easing, being reversed
Businesses and offices are now resuming,
Pubs and bars welcoming people consuming
We want to stay safe away from the virus
The isolation however is starting to try us
Inspite of the crisis we’re currently enduring
Technology projects are rapidly maturing.
Agents working hard to service their customers’ needs
Customers queuing because no alternative feeds
Automation is desirable, else customers you’ll lose
Give them digital channels and see what they choose
Access when they need it to check something out
Agents are free when the complex ones shout
Human to human and voice is the best
And intelligent automation for the rest
Almost half will leave you if you don’t improve
This lack of choice and automation will force customers to move
So act right now and give us a call
To serve customers better not the few, but them all.
I was thinking about the new month on Friday and always have a race to be the first to say “pinch punch”, especially with my cousin, and I begin to start dreaming about this in context of the current Coronavirus crisis and here’s the result. I hope you like it.
Update .. Added video here https://bit.ly/Trust-Pinch-punch
Pinch punch it’s the 1st of may
The days are flying by, dissolving away
Covid-19 has kept us locked down
And sadly for many they’re wearing a frown
The frustrations are plenty, reaching out for response
Call volumes are soaring, cant meet their wants.
Staff are furloughed, unable to work
They’re being sent home but not to shirk
The questions keep coming, but nobody is there
Automation could help but it’s relatively rare.
Businesses struggling with too few staff
The calls go unanswered, are they having a laugh
Wait times growing lengthy running to hours
We just need something processed to feel empowered
First choice is the smartphone to connect and reach out
But it’s hard to feel valued when you mess us about.
Your site says no contact, you’re all in turmoil
You’re not on your own, we are all going to boil
Nobody is winning, we are all coming last
We need you to help us and please do it fast
Instead of a human perhaps use AI
To automate process with a robotic guy
And when it’s all over, we would embrace IT
Mundane to the robot for access and speed,
And human to human, as its best, we’d accede
Vendor accreditation programmes – who are they really for?
2. Channel partners?
4. All three?
Why does a customer care if their supplier is accredited by the vendor of the product, solution or service?
Why does a channel partner care whether they are Bronze, Silver, or Gold certified?
Why does the vendor need to create training and certification material, courses, tests etc?
It all sounds a lot of work, so why does anyone bother?
There must be some significant value in order to motivate everyone to care enough to get engaged – so what is it?
Customers are what this is all about! Customers require good advice from well informed representatives from the channel community and the channel community cannot rely on the resources of the vendor at every engagement they have, so the channel partners need to become equally well informed – This requires training and testing, which is great for the vendor, because they end up with well informed channel partners representing them and provides the scale required to develop more market coverage. In addition, an accreditation programme usually has a volume\revenue related metric, which rewards the successful sales partner – more of a value component than a quality component and an often thorny topic for engineering heavy partners with lots of skills but not too many new sales. Customers are usually able to see for themselves what partner accreditations are for channels and select based on a value\quality blend. In reality most customers want to know they will be well looked after rather than well sold to.
For the vendor, an accreditation programme provides a sense for channel partner commitment levels and focus on their portfolio, and training enables current knowledge to be maintained and product knowledge to be broadly well ingrained. The more a channel partner commits to one vendor programme, the less time and resources they will have for competing offers – stands to reason. So vendors see this as an important dynamic for developing partner commitments. Ultimately this enables scale and quality delivery for the customers and commitment for the vendor, with the reseller having the ability to wrap services and complementary products to their solution.