Podcasts

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• "United Breaks Guitars" Guy Talks the Future of Social Customer Complaints: The guy who famously put a major corporation on blast for poor customer service is now working to give brands a “fighting chance at managing their reputations.” He speaks exclusively to CustomerManagementIQ about his new project and the evolution of customer complaints. listen now

  Tags:    customer complaints | united breaks guitars | customer experience 02/15/2012  12:00:00 AM EST

• CRM: Does Your Call Center Strategy Support or Undermine This Key Business Goal?: As you try to achieve your lofty CRM goals, learn whether your customer management strategy is beneficial or detrminental! listen now

  Tags:    crm | relationship | call center 01/23/2012  12:00:00 AM EST

• Are You Crippling Your Customer Experience?: How often have you been on a call, only to be put on hold, repeat your information as you’re transferred around, or worse, get the wrong answer? Luckily for customer management leaders, the struggle to efficiently and successfully satisfy customers need not continue. listen now

  Tags:    customer experience | workforce management | ivr 12/07/2011  12:00:00 AM EST

• Beyond the Hype: Can Mobile & Social CRM Really Transform the Customer Experience?: Some view mobile and social CRM as the "be-all, end-all" of customer management. Others question whether they have any impact whatsoever. It's time to move past the blind hype and blind hatred. listen now

  Tags:    social | mobile | social media 11/08/2011  12:00:00 AM EST

• NASA on Call Center Disaster Planning: Do We Have a Problem, Houston?: Is your call center ready in the event disaster strikes? Learn how NASA and a leading government agency render their call centers, data and staff immune from the worst of crises. listen now

  Tags:    nasa | disaster | call center 09/23/2011  12:00:00 AM EDT

• Social Media Marketing is "Annoying" and "Destructive": Are companies squandering the opportunities of social media by being "annoying" and "destructive" with their marketing efforts? listen now

  Tags:    social crm | kid power | social media marketing 08/31/2011  12:00:00 AM EDT

• Self-Service: Customers Demand It, But Should Your Company Allow It?: Customers are increasingly demanding web-self service tools from your organization. As you implement such offerings, are you prepared to deal with the consequences? listen now

  Tags:    self-service | crm | customer insight 08/26/2011  12:00:00 AM EDT

• According to Nike, What Creates Successful Gift Cards?: The gift card industry has made a resurgence with the internet and smartphones. In part one of a two-part interview, Nike's Gift Card Manager explains the structure of the company's department, how gift card success is measured and the main factors of a gift card campaign that effectively drives customer loyalty. listen now

  Tags:    Gift Cards | Online Gift Cards | Virtual Gift Cards 07/13/2011  12:00:00 AM EDT

• Nike Explains why Companies aren't Using Virtual Gift Cards Correctly: Nike's Gift Card Manager explains in part two of this two-part interview how and why company's aren't using virtual gift cards to their fullest potential. What are the future opportunities with virtual gift cards? listen now

  Tags:    Gift Cards | Online Gift Cards | Virtual Gift Cards 07/13/2011  12:00:00 AM EDT