Interview with Advisory Board Member John Cushman, VP Business, AT&T at the 2009 IQPC Customer Experience SummitIs your customer experience making you money or costing you money? Are you a customer-centric leader who understands that engaged customers make a positive bottom-line impact? Hear from John Cushman, VP Business at AT&T about the business direct portfolio, and how they were affected by the economic |
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customer loyalty
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customer experience summit
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technology
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Interview with the Godfather of Customer Complaint Handling, John Cushman In this video from Call Center Summit 2010, John Cushman, vice president of AT&T, discusses how to figure out customer needs without having to work 24 hours a day. Additionally Cushman gives important details on how to turn your call center into a profit center. |
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John Cushman
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AT&T
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contact center
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Call Center Week Producer Interviews Customer Management IQ Advisory Board Member John Cushman, VP, AT&T eSales and Service John Cushman has his finger to the pulse of the next generation technology. He also is a believer in making global customer data actionable. AT&T believes in innovation especially when it comes to serving its customers. In this exclusive interview Lisa Schulman, Call Center Week |
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AT&T
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John Cushman
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technology
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Customer Psycho-Economics In An Economic Crisis
Stress, confusion, uncertainty and even fear—these emotions are surging in the customer because of the economic crisis. Customers feel they have less control over their financial well-being. To cope, they turn to one of two mutually exclusive psycho-economic mindsets. One is a hoarding, “ride out the storm” mentality characterized by reduced spending and a heightened focus on price. The ot....more |
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Author: John Todor Tags: apple stores | customer loyalty | experiential value |
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Customer Experience and the Human Touch
For many years, organizations have focused on customer satisfaction but only the tangible, rational needs of the customer through an emphasis on products, pricing, processes and so on. A customer who is “just” satisfied, however, is unlikely to be a passionate supporter. Passion, loyalty and advocacy are driven by emotions rather than reason; and emotions are a purely human phenomenon. In this a....more |
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Author: John Turnbull Tags: pricing | service employee | customer service |
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An Interview with Brand Bubblist John Gerzema
According to branding phenomenon John Gerzema, author of The Brand Bubble, the best brands today communicate excitement, dynamism and creativity. So what do Pixar, Wikipedia, Adidas and the iPhone have that other brands don’t? We asked Gerzema how he collected and analyzed the data to compile a chart of the highest performing brands today. What he found was sobering: The amount of trust consumers plac....more |
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Author: John Gerzema Tags: branding | John Gerzema | The Trouble With Brands |
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Average Handle Time: An Antiquated Call Center Metric
I recently finished reading Customer Management IQ's Blake Landau's blog entry "AHA!" Moment About AHT Average Handle Time and talks about how call center representatives may "hang up" on customers to keep their handle time down to meet their target or quota. I have seen such foolishness in almost every call center I have visited. The Problem with the Call Center Metric Average H....more |
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Author: Tripp Babbitt Tags: call center technology | average handle time | customer satisfaction |
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Information Technology: The Alcatraz of the Customer Experience
Built during the Civil War, Alcatraz, or “The Rock” as it has been nicknamed, was a place that no one was known to escape from while incarcerated there. Alcatraz sits on an island with more than a mile to a shoreline in chilly waters. My experience in working with call center technology is that in many cases you sense you are trapped on Alcatraz . . . with no escape. 1. Information ....more |
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Author: Tags: call center | IT | call center representative |
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