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Contributor: Melissa Kovacevic
Posted: 05/16/2012 12:00:00 AM EDT | 0
They are friendly but have no idea how to get you interested in the product or services they are trying to sell. They were hired in a Customer Service focused role and now they have to sell. So what is really going on? Read more
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Contributor: Brian Cantor
Posted: 05/15/2012 12:00:00 AM EDT | 1
If a customer service representative’s slightly-errant word choice is capable of damaging your customer experience, odds are good that the experience is already broken. Read more
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Contributor: Brian Cantor
Posted: 05/14/2012 12:00:00 AM EDT | 0
Before focusing on specific strategic blueprints for maximizing social media, leaders need to assure they do not fall victim to the most fundamental of pitfalls; one which, in and of itself, can completely cripple the organization’s ability to ever succeed with social media. Read more
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Contributor: Brian Cantor
Posted: 05/10/2012 12:00:00 AM EDT | 0
A study looking at social media examples from brands like Coca-Cola and Best Buy shows the additional value Facebook fans bring to the business over non-fans. Does this prove that social media marketing indeed yields an ROI? Read more
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Contributor: Brian Cantor
Posted: 05/08/2012 12:00:00 AM EDT | 0
Shortly after my first encounter with Google Chrome’s new “Coffee” ad spot, I decided I simply had to write about the tech giant’s marketing strategy. This is NOT the article I initially intended to compose. Read more
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Contributor: Brian Cantor
Posted: 05/08/2012 12:00:00 AM EDT | 0
The buzz and instruction frequently encountered by call center leaders does not necessarily align with what they perceive as most crucial to success. Read more
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Contributor: Brian Cantor
Posted: 05/07/2012 12:00:00 AM EDT | 0
Tens--if not hundreds or even thousands--of moving pieces can factor into every customer relationship your organization maintains. But at the end of the day, it is YOUR customer experience. Own it. Read more
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Contributor: Brian Cantor
Posted: 05/03/2012 12:00:00 AM EDT | 2
In the slightly-smarmy words of Domino’s CEO Patrick Doyle, “I’m not crazy.” Read more
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Contributor: Brian Cantor
Posted: 05/02/2012 12:00:00 AM EDT | 1
Call center "performance metrics" are essential, even in this era of longer, "strategic," relationship-minded calls. But when benchmarking against metrics like FCR, be careful not to fall into a very deadly trap. Read more
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Contributor: Brian Cantor
Posted: 05/01/2012 12:00:00 AM EDT | 0
A line needs to be drawn when it comes to the egregious overuse of tired, weightless “buzzwords” in product branding and marketing Read more
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Contributor: Brian Cantor
Posted: 04/30/2012 12:00:00 AM EDT | 0
Customer experience success does not come from doing one or two things especially "right." Read more
| 616 article results |
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Customer Experience Management for Banking & Financial Services
Venue to be confirmed, London, UK
September 18- 20, 2012 -
12th Annual Minimising Churn and Building Customer Profitability
Amara Hotel, Singapore
June 6- 7, 2012 -
3rd Annual UAE Customer Service Week
Abu Dhabi, United Arab Emirates
September 30- 3, 2012 -
Customer Experience Management in Telecoms: UK Summit
Chelsea Football Club, London, UK
July 16- 19, 2012
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