Articles by Brian Cantor
Brian Cantor is a customer experience and marketing analyst who currently serves as the managing editor and community director of IQPC’s Customer Management IQ, an online advisory portal and publication for professionals in the space.
Brian’s customer management commentaries, which draw inspiration from empirical research and real-world anecdotes rather than antiquated management textbooks, have been called “must-read” resources for call center managers, customer experience leaders, retailers and social media specialists and have been cited by prominent publications like Forbes. He has also been invited to contribute for leading industry outlets like Social Media Today and Biznology.
Drawing on his events production background with IQPC, Brian also created and produced the successful “Social Media for Customer Management” and “Call Center Success” online event series.
Through the eNewsZone Media Network, an online media company he founded while a freshman in high school, Brian additionally analyzes “backstage” news in entertainment and sports. His celebrity interviews and industry assessments have been featured by leading outlets like Yahoo!, Perez Hilton, Deadspin and Movieline.
Brian graduated from Harvard University in 2009 as an honors joint concentrator in Sociology and Economics. He focused on Government as a secondary concentration.
Always game for discussion about customer management, entertainment and sports, Brian is also thrilled to answer questions on fitness and nutrition. Feel free to contact Brian at firstname.lastname@example.org visit his publication’s homepage at http://www.customermanagementiq.com
Even amid this so-called “age of the customer,” hesitance, if not outright resistance, to the multi-channel concept is unavoidable. As a result, customer management thinkers who advise brands to firmly commit to multi-channel customer service risk coming off like nagging parents rather than strategic advisors. But, as evidenced by directives to wear seatbelts, call if one will...Full Article »
If your organization views customer complaints as a burden, let alone a nuisance, it is severely misguided when it comes to customer management. A customer-centric organization recognizes a complaining customer—even one with a rude, abrasive, annoying personality—as an opportunity. Complaints bring issues to the forefront, enabling the organization to actively resolve issues...Full Article »
Publicity stunt or not, when Abercrombie & Fitch publicly asked “Jersey Shore” star Mike “The Situation” Sorrentino to stop wearing its clothing , few criticized the brand’s philosophy. Some certainly questioned the logic of refusing free exposure from an individual who, at the time, was one of TV’s most recognizable personalities, but no one deemed...Full Article »
Editor’s note: Because Twitter and Google do not necessarily engage in direct transactions with all users, one is free to take umbrage with use of the word “customer.” However, insofar as these users do have a relationship of mutual consideration with the organizations, often engage in commercial activity and partnerships on the networks, are the main recipients of...Full Article »
When it comes to strategy in today’s multi-channel climate, there is investing in social, and there is going social. Investing in social is not without its benefits. It provides brands another channel—and a rather inexpensive one—through which they can market to customers. It enables them to increase their brand awareness and further integrate themselves in the...Full Article »
It is not what the teacher intends to teach but what the student is able to learn. While Larry David and Jerry Seinfeld, the brains behind “Seinfeld,” certainly knew their sitcom provided a platform for commentating on the ways in which humans behave and relate in society, they doubtfully planned to write a guide for customer management professionals. But as we have seen from an...Full Article »
Multi-channel is not merely a way of saying “build a presence in new channels.” It is not a synonym for a first foray into social media or live chat. It, instead, is a call to assure your customer experience is integrated--and effective--at every conceivable touch point. It refers to the mindset all customer-centric organizations must adopt: the customer, not the brand,...Full Article »
Under the irrefutable philosophy that happy, productive agents create satisfied, engaged customers, wise brands implement meaningful incentive programs. By showering compelling rewards—not simply pats on the back—on top performers, leaders simultaneously encourage productivity and improve morale. In theory, the result should be drastically-more engaged agents who are...Full Article »
In this new feature, Customer Management IQ investigates some of the contact center, customer experience and marketing stories impacting professionals . Gamification: The Answer to Engaging Millennials in the Contact Center They’re just people. But if you’re a contact center professional, you are required by law to also see Millennials as scary, enigmatic, unfamiliar, difficult...Full Article »
Ask a panel of business leaders about the importance of the customer experience, and brace yourself for a universal, endless display of gushing about its significance. Ask that same panel how they define the customer experience, and you will need the world’s biggest notebook to keep track of all the disparities. With research continuing to demonstrate a pivotal link between a...Full Article »Events of Interest
Lower the Costs of Your Call Center Operations Without Sacrificing Service
May 7, 2009
Call Your Callers Before They Call You: Improving CSAT and Reducing Costs with Proactive Notifications
December 21, 2009
Delivering Five-Star Multi-Channel Service: A Guide to Best-in-Class Strategies, Technologies and Results
March 23, 2010