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Author: Customer Management IQ
4 Cust Mgmt Resolutions You Can't Break in 2013
Everyone cheats on their New Year's Resolutions....so call these something else. Because you--and your contact center--cannot afford to break these!
Author: Brian Cantor
The "Joneses" Are NOT Your Customers
The business rule to "keep up with the Joneses" might be detrimental in the world of customer management.
Author: Brian Cantor
3 Things to Never Tell Your Customers
Even if you do not vociferously script your agents' contact center interactions, here are three things you CANNOT allow them to say to customers!
Author: Ayad Mirjan
Ignoring Phone Calls - A Good Thing?
Two Zappos professionals exclusively explain why a decision to ignore all phone calls was actually the most customer-centric thing it could do!
Author: Brian Cantor
5 Contact Center Jobs of the Future
As the notion of customer service evolves, so too will the construct of the contact center. Here are five key roles that will exist in the contact center of the future.
Author: Ashley Verrill
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Customer Experience Summit 2013 May 20-22 :: Pan American Life Conference Center, New Orleans, LA -
Maximising Customer Loyalty & Profitability May 21-23 :: Holiday Inn 4* Munich - City Centre, Munich, Germany -
Big Data Marketing Forum May 21-22 :: The Sheraton Fisherman’s Wharf, San Francisco, CA -
CMO Exchange June 4-6 :: Sopwell House, London -
14th Annual Call Center Week June 10-14 :: Caesars Palace, Las Vegas, NV -
Smart Data and Analytics Retail Forum June 12-13 :: London, UK -
BPM Summit, Europe June 25-27 :: Park Plaza Victoria Amsterdam, Amsterdam, The Netherlands -
Customer Experience Exchange for Retail July 1-3 :: Sopwell House, Hertfordshire, United Kingdom -
Customer Insight & Analytics Exchange July 9-10 :: London, UK -
Call Center Excellence Strategies July 12-12 :: Corporate Offices of Manheim/Cox Enterprises -
Maximizing Customer Loyalty and Profitability: North America Summit July 15-17 :: Hurst Conference Center, Dallas, TX -
Customer Analytics and Intelligence Conference July 22-24 :: Hilton San Diego Resort & Spa, San Diego, CA -
Call Center Executive Leadership Forum July 26-26 :: Disney Destinations Call Center, Orlando, Florida -
4th Annual Pricing & Revenue Optimization Summit August 15-16 :: Chicago, IL -
6th Advanced Lightweight Material for Automotive August 26-27 :: DoubleTree Hilton Suites Detroit Downtown, Detroit, MI -
SSON Week Asia 2013 September 2-5 :: Singapore Expo, Singapore -
3rd Annual Insurance Underwriting and Claims Management Asia September 3-4 :: Venue to be confirmed, Singapore -
CX Transformation: Financial Services September 16-18 :: The Bloomsbury Hotel, London, United Kingdom -
Oman Customer Service Week 2013 September 29-1 :: Muscat, Oman -
4th Annual Customer Service Week September 30-2 :: The Westin Dubai Mina Seyahi Beach Resort and Marina, Dubai, United Arab Emirates -
Call Center Performance Productivity & Metrics September 30-3 :: Dallas/Addison Marriott Quorum by the Galleria, Dallas, TX -
6th Annual Channel Management September 30-2 :: Venue To Be Confirmed, Los Angeles, CA, USA -
Customer Experience Exchange, North America October 15-16 :: Miami, FL -
Executive Customer Contact Exchange October 17-18 :: Miami, Florida -
Contact Centre Week China October 22-23 :: Venue to be Confirmed, Shanghai, China -
Customer Experience Management, North America October 22-24 :: Venue to be confirmed, Atlanta, GA, USA -
Mobile Marketing Exchange October 27-29 :: San Francisco, USA -
Customer Insight in Telecoms December 2-4 :: The Kensington Close Hotel, London, United Kingdom
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5 Ways to Succeed (or Fail) When Handling Customer ComplaintsIf your organization views customer complaints as a burden, let alone a nuisance, it is severely misguided when it comes to customer management. Here are 5 checkpoints at which you will either go in the right or wrong direction when resolving complaints.Brian Cantor  1
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Abercrombie & Fitch's "Mistake" - Is It About Customer Management or Political Correctness?In both cases, Abercrombie & Fitch is thinking about how a marketing decision will impact its connection to customers. That sounds more like the essence of customer management than an affront to it.Brian Cantor 0
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Twitter, Google Disappoint in an Era of Multi-Channel Customer ServiceWhy, then, are Google and Twitter so egregiously poor at effectively communicating with—and serving--today’s multi-channel customer?Brian Cantor 0
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CMOs Must Connect The Dots Of The Online BrandDigital has been widely embraced by consumers and by many parts of the enterprise. But the adoption of digital channels — Web sites, mobile apps, online sales and customer service, and other smart touches — has often occurred in a piecemeal way. That has resulted in three potential mishaps: 1) inconsistent brand experiences; 2) poorly invested resources; and 3) the limited strategic impact of digital on the overall business. To push these common traps aside, chief marketing officers (CMOs) must orchestrate their digital strategy using our connect-the-dots framework. Their objective: Elevate digital to the highest level of business strategy.IQPC |
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6 Reasons Agents Are Leaving Your Contact Center“Why is morale so low," “Why can’t we hang on to our best agents," "Why do we lose so many new-hires during or right after initial training?” If you often find yourself asking one or more of the above questions, it’s likely due to one or more of the following issues.Gregory Levin 0
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How Mastercard Puts the Social Customer at the CommandWhen it comes to strategy in today’s multi-channel climate, there is investing in social, and there is going social.Brian Cantor 0
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3 Cs of Cross-Selling: How You Can Satisfy Customers AND Drive More RevenueCross-selling is one of the keys to turning a costly contact center into a profit center. But how should you start? How do you get your organization ready to reap the rewards? Here are the three Cs of cross-selling.Mitchell Osak 0
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Customer Management Lessons from "Seinfeld" - Part ThreeFrom Babu Bhatt to annoying agents at customer service desks, part three of our "Seinfeld" series is full of important lessons for customer management professionals. These pretzels are making me thirsty!Brian Cantor 0
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Telephone Better Than Social Media for Customer Complaints; But Why?The multi-channel revolution is not about determining how much attention a brand can devote to digital support before feeling inconvenienced. It is not about using new channels as bait to lure customers into the organization’s more traditional support platforms.Brian Cantor 2
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Q&A: Engraining a Customer-Centric Culture in the Contact Center (And Measuring the Results)Creating a customer-centric contact center is viewed as a paramount priority, but how do you do it? And once you do, how can you measure the impact?Shawn Siegel 0
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You Can Do It! Improve Customer Service and Increase Call Center Efficiency at the Same Time Register Now » |
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Stop Alienating Your Customers: Lessons on a Winning Customer Experience from CMIQ Research Watch Now » |
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Customer Experience Challenges, Innovations & the ROI from Behavioral Analytics Watch Now » |
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How to Improve Engagement with a Multi-Channel Strategy Watch Now » |
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Case Study: Exploiting the Cloud’s Flexibility to Compete with Goliaths Watch Now » |
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