Videos

We spend so much time focusing on what ROI and benefits we can extract from social media. Here's why you should instead be asking what benefit your organization brings to social networks. view now

Which of these comments on the best way to measure the success of your customer service operation doesn't belong? view now

While hitting generic call center benchmarks and meeting so-called customer service "best practices" might seem like notable achievements, the reality is that your customers may be demanding significantly more. How can you deliver the experience they truly want? view now

Customers typically don't love cable companies, which is why Comcast needs to make the customer experience a top priority. Comcast's call center SVP reveals how the cable giant is adapting to customer demand as it ushers in a new era of customer service. view now

Southwest Airlines, known for its warm customer service, has taken this warmth to the social media realm. CMIQ spoke with Southwest's Josh Neal about the structure and successes of the airline's social media program and why legal counsel is necessary. view now

Xerox instituted a new knowledge management system in its contact center recently to help empower agents through easy access customer information. Through this, the company has reduced agent training costs, improved employee job satisfaction, while concurrently improving customer satisfaction. Find out the planning that went into it. view now

Discover Financial Services has developed a top-notch customer feedback platform over the years. CMIQ spoke with Discover's VP of Customer Service and Engagement about the company's program and the advice he would give for determining the merits of your own feedback program - large or small. view now

As an online stock trading company, Scottrade is challenged with personalizing its service. To clear this hurdle, Scottrade launched a free online community for its customers. Nearly 50,000 have opted in. Hear Scottrade's online community manager explain why the community has been so successful. view now

Author Michael Hoffman spent seven years creating a matrix that maps out every single customer interaction. Armed with this matrix, he believes companies can engage customers earlier in the purchasing process to increase that customer's purchase probability. Hoffman explains why to CMIQ. view now

CMIQ recently spoke with Jackson Hewitt about their newly developed social media engagement program, designed to smooth out many of the bumps during tax season. Check out how the program is structured and the lessons learned from its implementation. view now

Jennifer Bodzinski, who runs the VoC and quality reporting program at EMC, joined CMIQ to explain how the company adjusted its now-patented methods of evaluating Total Customer Experience (TCE) and how EMC is cutting VoC reporting analysis from days to minutes. view now