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Michele Westergaard Interview With Amanda Sachs, Senior Director, WW Customer and Partner Experience at Microsoft Corporation

Amanda Sachs, Senior Director, WW Customer and Partner Experience, Microsoft Corporation, will be a speaker at the marcus evans Customer Experience Management and Retention Conference on 15-17 September, 2010 in San Francisco, CA.

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Added by Michele Westergaard on September 2, 2010 at 11:24am — No Comments

Lynn Hunsaker Customer Experience Management Prevents Hassles

One out of two companies (44%) acknowledge that high-profile negative customer experiences have at some time compromised their brand, yet only 29% have high ability to handle and resolve customer complaints.1 Do you proactively embrace customers’ constructive feedback? While surveys have long been in place for most companies, only 31% of marketi

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Added by Lynn Hunsaker on August 28, 2010 at 7:30am — No Comments

Scott Zimmerman Providing service by walking in your customers shoes

As the old adage says, “if you want to understand where someone is coming from, walk a mile in their shoes.” I think that sentiment is especially true when it comes to customer relationships.

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Added by Scott Zimmerman on July 30, 2010 at 2:37pm — No Comments

Lynn Hunsaker Improve Customer Experience by Eliminating Customer Focus Boundaries

Enterprise-Wide Customer Experience'Customer-focus is important for certain job roles, but for other roles, we rely on our own wisdom.' This is poisonous thinking when some parts of your company are excused from customer-focus.
When anyone in your organization is disconnec… Continue

Added by Lynn Hunsaker on July 9, 2010 at 12:30pm — 2 Comments

Scott Zimmerman Delivering, quite literally, the brand promise

With the rise in cross-channel purchasing options, consumers are increasingly agnostic as to whether they buy their goods in-store, over the phone or online. Often the only ‘human’ experience a shopper has with a company’s brand is in the product delivery. But here’s the rub: mobile and ubiquitous communications mean that customers are now constantly moving targets, and they expect service

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Added by Scott Zimmerman on July 5, 2010 at 8:48am — 1 Comment

Scott Zimmerman Engagement Communications and Healthcare

Human beings are terrible at taking care of themselves. We miss appointments, forget to take medication, avoid the dentist and ignore important medical tests because we’re afraid. Now that the healthcare reform bill has left Washington and is starting to be implemented, it’s time to think about what might be poss

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Added by Scott Zimmerman on May 27, 2010 at 2:32pm — No Comments

Michele Westergaard marcus evans hosts 5th Annual Customer Experience Management & Retention Conference from September 16-17, 2010 in San Francisco, CA

Continuing its Customer Experience in the Business Strategy series, marcus evans invites you to attend the 5th Annual Customer Experience & Retention Management Conference. Learn and share insights with more than 18 Customer Experience, Care, Advocacy and Loyalty Leaders on the latest developments in the desig

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Added by Michele Westergaard on May 10, 2010 at 10:33am — No Comments

Lynn Hunsaker Customer Experience Management Using Social Media

Social media introduces excellent tools and customer feedback data streams for companies to monitor perceptions and trends. Best practices in customer experience management: - Use social media listening first to determine how best to interact with customers. - Recognize the importance of making emotional connections with customers via social media. - Blend social media with other voice of the customer sources to create a holistic view of customer priorities. - Leverage customer stories from soci… Continue

Added by Lynn Hunsaker on May 3, 2010 at 12:44pm — 2 Comments

Kate Nasser Understand the Differences in USA Customers to Deliver the Best Service!

Many USA customer service call centers are now located outside America (some in Canada and some off-shore). How well do the CSRs in Canada and off-shore understand the regional differences across the USA. Adapting to these differences as you speak to American customers distinguishes your customer service from those th… Continue

Added by Kate Nasser on April 29, 2010 at 8:08am — No Comments

Scott Zimmerman Breaking the Default Cycle

In the midst of this economic downturn, millions of people are experiencing and coping with payment delinquency for the first time. These individuals are not accustomed to having to make decisions about which bill they’re going to pay or if they will pay it on time. As a result, they often don’t know how to talk to the companies they owe money to, or they are simply too embarrassed to discuss the situation.

This leads to the business challenge of managing the massive increase in over

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Added by Scott Zimmerman on April 28, 2010 at 6:08am — No Comments

Lynn Hunsaker Employee Engagement in Superior Customer Experience

Customer Experience ManagementThe hardest thing for competitors to copy is the customer experience you create. And engaged employees are the most dynamic and influential force in creating superior customer experiences. While 80% of executives say they want to use customer experience management (CEM) as a form of d… Continue

Added by Lynn Hunsaker on April 1, 2010 at 9:18pm — No Comments

Brett LaDove Nestle...I Forgive You

A recent story about Nestle's "screw up" on social media has seemed to get fairly popular. (Truth be told, I haven't really looked into the number of hits any particular article has gotten, but I've seen it several time....via Twitter, email, etc. which at least from my vantage seems to indicate that this is probably getting circulated pretty broadly).

The short version of the story is that a… Continue

Added by Brett LaDove on March 22, 2010 at 4:00pm — No Comments

Lynn Hunsaker Loyalty is Not Just for Customers

Customer EngagementCustomer loyalty is important to business success. Profitability of customer retention is pretty much common knowledge. So companies do a lot to encourage customer behav… Continue

Added by Lynn Hunsaker on January 2, 2010 at 7:00am — No Comments

Lynn Hunsaker Customer Satisfaction Bonus Traps

Why do sales and service representatives feel compelled to tell customers how to answer a survey? Does the company want to know what the customers really think, or is the company trying to build positive publicity by claiming superior ratings? The answer to the second question exposes the company's cultu… Continue

Added by Lynn Hunsaker on November 17, 2009 at 7:23am — No Comments

Brett LaDove Dealer Locators.....Tools and Opportunities

'Dealer Locator' is one of those terms that seems to mean different things to different people. In short, a dealer locator is a tool that helps customers learn where-to-buy your product, but there are a variety of tools and ways to support this function. In the article below I explore some thoughts on this topic and broadly outline some different approaches. Anything to add? Dealer locators generally fall into three categories: 1. Query-able databases provide a good way fo… Continue

Added by Brett LaDove on October 26, 2009 at 2:30pm — No Comments

Lynn Hunsaker The Art of Listening: A Key to Customer-Centricity

Customer ListeningCuriosity is the key to great listening skills that improve customer experience. When you're truly curious about your customer's opinions, expectations and requests, you'll find the customer to be more pleasant, interesting and fulfilling to you as well.… Continue

Added by Lynn Hunsaker on October 22, 2009 at 11:00am — No Comments

Kate Nasser GPS Your Brain to Work W/Any Customer Personality Type (video)

Here is the link to my video for this topic. Funny, info-packed, and waiting for your insights. http://katenasser.com/kate-nasser-gps-for-personality-types/ Glad to have joined this Customer Care Network. Will tweet about it. You can also follow my original customer service tweets on Twitter: http://twitter.com/katenass… Continue

Added by Kate Nasser on October 20, 2009 at 7:38am — No Comments

Kate Nasser Customer Service Defined - Then Make it Unforgettable

Do an internet search on the definition of customer service and you will read definitions like how companies deal with their customers. This is a not a definition of customer service. When it is used as a customer service definition, it leads to structured processes, procedures, scripts, and metrics that leaders mistake for customer service. As a result these procedures don’t produce unforgettable customer service. To deliver unforgettable customer service, first start with this simple, effecti… Continue

Added by Kate Nasser on October 20, 2009 at 7:29am — No Comments

Lynn Hunsaker What's Your Customer Experience Value Quotient?

If value is defined as benefits versus costs, what's your company's customer experience value ratio? Superior value is the objective of customers and marketers alike. And since customers hold the purse strings, marketers are compelled to view value as customers do. In the customer experience value ratio… Continue

Added by Lynn Hunsaker on October 2, 2009 at 11:45am — No Comments

Brett LaDove You're Not Running the Show Anymore

Could you imagine if, on any page of your website, people could write whatever they wanted for anyone else to see? Of course, a variety of social media vehicles already allows any individual to comment on anything they want, and share it with whomever they want; but generally, their audience has been confined to people in their own social network, or to someone searching on the topic. With the newly introduced Google Si… Continue

Added by Brett LaDove on September 29, 2009 at 2:50pm — No Comments

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