My favorite ice cream comes from Tichy Eissalon in
Vienna, Austria. Their hazelnut ice cream is arguably the best on
the planet. Tichy's offers a wide variety of other yummy flavors,
even fiocco (whatever *that* is). I was a regular customer of
Tichy's in the late 70's and go back whenever I can.
Important ingredients in Tichy's recipe for success also apply to
creating a winning Interactive Voice Response (IVR) solution:
1. Important Connections
Tichy's is located next to the
Reumannplatz metro station on Vienna's U1 line. It is also very
close to Favoritenstrasse, a popular pedestrian shopping zone.
These connections provide Tichy's its customers.
An on-premise IVR solution should
provide multiple connectivity options including analog, digital and
VoIP. Of course a SaaS IVR solution simply requires a browser and
Internet access.
2. Eat In/Take Out
Tichy's ice cream parlor has both
indoor and outdoor eating areas, as well as a takeout counter. This
is where they serve their ice cream specialties, including the
Eismarillenknoedel (apricot ice cream dumpling). Usually, I fight
my way (it's more of a crowd than a queue) to the takeout counter
to order their fantastic ice cream. Tichy's appeals to customers
with different wants and budgets.
An IVR system should meet the varied
needs of customers, whether the customer is a single doctor
practice that appreciates the minimal upfront investment of a SaaS,
or a hospital using an on-premise IVR solution to cost-effectively
send 100's or even 1000's of appointment reminders and other
notifications each day.
3. Free Product
Tichy's is open about six months of
the year, from April to early October. On the day Tichy's closes
for the season, people wait in long lines to receive free ice
cream. Everyone is served until supplies run out. Talk about
customer appreciation!
Don't just give people a little
taste of your IVR solution, provide them with a generous free
sample. (Better yet, don't make them wait in line to get it!)
For decades, Tichy Eissalon has fulfilled their customers'
needs. They prove yet again that satisfied customers lead to a
great brand and, ultimately, a successful company.
