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Customer Management IQ

Listening To Your Brain

Impersonal surveys and focus groups may soon be a thing of the past. Dr. A.K. Pradeep discusses the concept of neuromarketing as a tool to gather complex, hidden information about what the customer really wants.


Presented By: Gina Scanlon

Catch Up Now with CMIQ On Demand

Want to catch up on what you've missed at CMIQ? Now you can with sessions on all things CRM and beyond. Available in our B2B store, now on demand.


Presented By: Gina Scanlon
Date: 8/24/2010

Time-onomics and The 24-Hour Customer

In our fast paced world fueled by modern technology, consumers are multitasking more than ever, and businesses are finding there's more competition for our attention. Adrian Ott offers up solutions in her new book The 24-Hour Customer.


Presented By: Gina Scanlon
Date: 8/19/2010

Twitter: Customer Service Revolution?

Is Twitter is becoming the most popular venue for customer complaints? Join the debate on our Q&A page!

How Unilever Transformed Consumer Services into a Strategic Asset

Join Unilever & learn how to simplify access to information, streamline processes & empower service reps via fully integrated technologies.


Presented By: Linnea Johnson, Unilever
Date: August 17, 2010, 12 PM EDT

Getting to the Top: A Look at Overstock.com's Methodologies

With the help of Overstock.com’s change management champion, the company has become a true pioneer of marketing and call center collaboration. Find out how in this video!

Explosive Call Center Innovation

Your budget for innovation has been cut! Your customer’s are still demanding more! This economy requires us to quickly re-invent our paradigms on innovation. We need explosive acceleration in moving ideas to action!

Featured Content
Listen Carefully As Our Options Have Changed
Contributor: Rosanne D'Ausilio
Posted: 9/8/2010

Listen Carefully As Our Options Have Changed - Rosanne D'Ausilio

I'm sure as a fellow customer you can recall the automated words ringing in your head 'Listen carefully as our options have changed. Who cares?  We listen and follow instructions, do we not?   I’m making some assumptions here.  Yes, I know what happens when you make assumptions, but I am a customer service expert and know a little something about customers, so I give... Full Article

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Webinar: How 2 Give GR8 #CustomerService & Have Your Followers ‘Like’ You in All Social Channels
Latest Posts in Customer Management IQ
Articles

Three Proven Practices for Tackling Turnover

Contributor: Greg Levin
Posted: 9/7/2010

Three Proven Practices for Tackling Turnover - Greg Levin

If I were to list everything that contact center professionals can do to motivate and retain frontline agents, by the time I finished, your staff would have long since been replaced by avatars and social media bots, so what would be the point?    So, in the interest... Full Article

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Videos

Practical Measurement of Customer Experience

Contributor: Maria Dondero
Posted: 9/7/2010

Practical Measurement of Customer Experience

Maria Dondero, SVP at Thomson Reuters, discusses her reconstruction of Reuters' Customer Service department, including conducting a survey that helped determine the perception of their competitors and where their metrics needed improvement. Dondero and her team evaluated various... Full Video

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Podcasts

Twitter and the New Customer Service

Contributor: Gina Scanlon
Posted: 9/7/2010

Twitter and the New Customer Service

Twitterville author and Silcon Valley social media strategist Shel Israel speaks to CMIQ Editor Gina Scanlon about how Twitter is changing the way consumers communicate with businesses and how businesses can use the new social media tool to their advantage. Included in the discussion... Full Podcast

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Whitepapers

Net Promoter Score - The Search for the Magic Pill

Posted: 9/8/2010

Net Promoter Score - The Search for the Magic Pill

We’re all on the lookout for the newest approach, for that proverbial magic pill that will give us a leg up on the competition. Fred Reichheld, in his book The Ultimate Question , believes that he has uncovered that very magic pill. In his... Full Whitepaper

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Columns

Apple’s Antenna-gate: Tomorrow’s Innovation with Yesterday’s Customer Service

Contributor: Tripp Babbitt
Posted: 7/21/2010

Apple’s Antenna-gate: Tomorrow’s Innovation with Yesterday’s Customer Service - Tripp Babbitt

Oh my . . . Steven Jobs and Apple! The king of hype and marketing is now learning a hard lesson that many service organizations have yet to learn. A customer focus matters and the less sensitive you are to the customer . . . the more it will cost you. The PR damage is the resu... Full Column

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Customer Management IQ Advisory Board
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Is it more profitable for a company to have fewer call center complaints or more complaints and more call center resolutions?

Posted by:  ginascanlon | Answer this question

Why is Apple by far the best rated tech company when it comes to customer service statistics?

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Will customer 'self-service' eventually lead to no customer service?

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what do you do to build customer loyalty?

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Who should drive social media within an organization?

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Are speech analytics an effective way to listen to customers?

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Is it more profitable for a company to have fewer call center complaints or more complaints and more call center resolutions?

Posted By:  ginascanlon | Answer this question

Why is Apple by far the best rated tech company when it comes to customer service statistics?

Posted By:  ginascanlon | Answer this question

Will customer 'self-service' eventually lead to no customer service?

Posted By:  ginascanlon | Answer this question

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About Customer Management IQ

Customer Management IQ is an online community for finding Customer Management and Call Center information, discussing ideas about CRM and Call Center Management and sharing marketing best practices. Join today and interact with a vibrant network of Customer Management and Call Center professionals. Keep up-to-date with the Customer Management and Call Center industries by accessing our wealth of articles, videos, online seminars, live conferences and more.

Customer Management IQ is subsidiary of IQPC, one of the world's largest, fastest-growing conference/tradeshow organizations. With IQPC, we provide Customer Management and Call Center Conferences, call center training courses and expositions for Customer Management Executives to network and learn the latest Customer Service Management developments and trends occurring in organizations today. We create an interactive experience for Customer Management Professionals featuring practical, objective and up-to-date Customer Service information and insight from leading Customer Management practitioners.