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
Because customer satisfaction translates into an improved bottom line, businesses are not wrong for approaching the customer experience from a perspective of greed. They are not incorrect for treating customer experience investments as means to a profitable end rather than altruistic ends in and of themselves. They are wrong, however, if they believe they can cheat the system. They...Full Article »
Because customer management is about enacting rather than declaring, customer experience assessments need to evaluate practice rather than promise. Any brand can tout its commitment to the customer—it would have to be insane not to—but only those who live by that commitment are worthy of praise. It is for that reason that Customer Management IQ frequently discusses specific...Full Article »
While it is a fact worthy of resentment in today’s so-called “age of the customer,” it is a fact nonetheless. Many brands have not yet reached a point at which they can declare they know their customers. They might have loose audience demographic information, they might even know about a specific customer’s purchasing patterns, but rarely do businesses know how to...Full Article »
Since it is called social customer care, does it not make sense for businesses to concern themselves with what customers want? Far too often, businesses develop their sales, marketing and customer service strategies from a position of insularity. They craft strategies based on an overview of their own resources, their own operations and their own competitors. They evaluate...Full Article »
CMIQ is proud to join Oracle in offering the exclusive, interactive eBook "Outsmart the Competition with the Right Social Customer Service Strategy." This informative journey, which will be regularly updated with new content and findings, reveals how to get set up, recruit agents, implement the right tools and stay one step ahead of your customers. Register for access: Access the eBook...Full Article »
Two distinct customers. Two distinct restaurant experiences. One common attitude. Suggesting the universe conspired to make me regret saying a customer’s demeanor should not impact the quality of service he receives , two of the most obnoxious, impatient, rude customers were introduced to my world Monday. One, at a Chipotle-esque Mexican chain in New York, could not...Full Article »
Its intensity might not rival that professed in a comedic article by CRM professional John Burton , but the notion is absolutely real. For some customers, 15%, in fact, the prospect of interacting with—or holding for--call center support is so unappealing that they would rather go to the dentist. Other startling findings from the new survey, which was released this week by Corvisa Cloud :...Full Article »
His prices are horrible. He has lost items on multiple occasions. Yet, for some reason, I simply cannot cease business with my dry cleaner. Even if he never found out, the prospect of walking to the cheaper, higher-quality shop around the corner is too heartbreaking to fathom. In season five “Seinfeld” episode “The Barber,” Jerry Seinfeld finds himself...Full Article »
At our recent quarterly meeting, I confirmed to investors that the customer experience is now a top priority for our business. As this directive—one about which I and fellow members of the executive board could not feel more serious and excited—impacts all of you, I felt it worthwhile to explain what it means and how it will transform your day-to-day duties. Beginning Monday,...Full Article »
Being the generous, forward-thinking guy that I am, I do not call customer service departments for the sole purpose of complaining. When I bring an issue to a business’ doorstep, I always provide the support agent(s) with a list of acceptable, practical solutions to the problem. And being the generous, forward-thinking guy that I am, I do not demand compensation for effectively doing...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