Posted: 10/22/2012
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Thanks to my countless direct interactions with executives and organizations who “get it,” I am more perceptive than ever to customer service failures. If something is less than stellar, I am going to notice it. And I am going to be annoyed to a far greater extent than the average customer would be. Unfortunately, even if I were a card-carrying member of the... Full Article  |
5 Ways to Succeed (or Fail) When Handling Customer Complaints
Contributor: Brian CantorPosted: 5/16/2013
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If 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. Full Article » |
Video: Zynga & TELUS Reveal the 7 Keys to a Customer-Centric Call Center
Contributor:Posted: 8/24/2012
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You can have all the right technology and measure performance against all the right metrics, but if your customer support teams and partners are not completely committed to a culture of customer centricity, you can wave satisfaction goodbye. Full Video » |
Stop Alienating Your Customers: Lessons on a Winning Customer Experience from CMIQ Research
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As consumers, we know a good customer experience when we have one. But there’s a real disconnect when it comes to decoding the customer experience as a business. Recent research from CMIQ shows that we know that customer experience can be a make-or-break factor in winning and keeping... Learn More |
What Does the Multi-Channel Customer REALLY Want?
Contributor:Posted: 4/11/2013
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Some say it is all about providing fast, efficient resolution. Others say it is all about engaging in a lengthy interaction in which a relationship is fostered and happiness is assured. Which is correct? Full Podcast » |
Hospitals: Don't Call Me Patient, Call Me Customer!
Contributor: Tripp BabbittPosted: 6/16/2010
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I recently saw an ad in my newspaper for a Heart Scan at a local hospital. Full Column » |
Winning Over the Empowered Customer: Why Trust Matters
Posted: 4/9/2013 |
A new IBM Institute for Business Value survey of more than 28,000 consumers from around the world confirms that while consumers actively discuss, critique, promote, and even dismiss your brand, they will give their loyalty only to a few select retailers. How well retailers and product brands identify the arbiters that determine what’s hot and what’s not and build trust with both individuals and communities of like-minded consumers will determine whether they benefit from a base of loyal advocates or are left with transient and fickle customers. Full Whitepaper » |
Randy Saunders of Cincom Knows the Value of Differentiating on Customer Experience in the Call Center
Contributor: Randy SaundersPosted: 6/14/2010
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Randy Saunders, Program Director for Cincom Systems, knows the value in dollars of differentiating the contact center through improved contact center technology. Full Interview » |
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Stop Alienating Your Customers: Lessons on a Winning Customer Experience from CMIQ Research
May 13, 2013
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Customer Experience Management in Telecoms
August 25, 2011
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Customer Retention Summit - Online
August 30, 2012
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Managing Your Brand’s Customer Service Reputation on Social Media
September 12, 2012
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A client of mine in the food services industry (fast food restaurant) is looking for a consultant who can help with call center scripting. Any recommendations? |
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My company, KIXEYE (kixeye.com), is looking for a consultant with expertise in building scalable support operations. Our... |
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Can we advertise our web banners of a new product for customer support on customer management iq? |
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A client of mine in the food services industry (fast food restaurant) is looking for a consultant who can help with call center scripting. |
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Describe why organisation procedures are important to good customer service ? |
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