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ECT News Community   »   CRM Buyer Talkback   »   Re: Rethinking the Service Paradigm

Re: Rethinking the Service Paradigm
Posted by: Denis Pombriant 2013-02-06 07:04:40
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I have been known to do things for money. I bet you have too, but doesn't it
sound funny to put it that way? I just got off a phone briefing with Freshdesk, an Indian company with a subscription customer service and support system that it refers to as a "help desk." Freshdesk's got most of the bells and whistles you might expect to find in a solution like that, and it has gamified the business processes as well. That's what inspired this column. Here's my thinking.

Re: Rethinking the Service Paradigm
Posted by: rbacal 2013-02-06 07:10:22 In reply to: Denis Pombriant
Denis, your post brought a smile to my face, on the issue of the badges and such. I do have some answers on the "money" as incentive thing, though, and you see it a lot. You always get unintended negative consequences from reward systems (any ones, but the more valuable, the worse it gets). Olympic Badminton Scandal: Beware The Rewards And Goals You Set is one article you might want to look at: http://performance-appraisals.org/Bacalsappraisalarticles/articles/olympicgoals.htm
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