tag:blogger.com,1999:blog-42408142727821629212010-01-04T12:21:06.859-05:00This blogs brings together customer management professionals from all industries to cover insights, strategies and industry updates on all aspects of customer service, management and interaction. It is brought to you by the producers of the North American Conference on Customer Management - NACCM, the largest gathering of customer service and management professionals in the world.Yemilhttp://www.blogger.com/profile/05445018390070085291noreply@blogger.comBlogger377125tag:blogger.com,1999:blog-4240814272782162921.post-63314561884458192622010-01-04T12:14:00.003-05:002010-01-04T12:21:06.866-05:00

According to Marketing Vox, many companies are relying on social media tools to accommodate the questions of the individuals using the tool for such questions as return policies. Companies such as Comcast, Dell, Southwest, and AT&T are fully using it as a customers service tool. What do you think of companies using Twitter as a customer service tool? Have you had a pleasant experience as a

Jenniferhttp://www.blogger.com/profile/13807688128761659181noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-89564117393737423732009-12-25T06:00:00.001-05:002009-12-25T06:00:05.342-05:00

We're taking some much needed time off from our coverage of customer relationship management to celebrate the season with our loved ones. We want to sincerely thank you for your readership, your comments and your participation.Here are our top posts from 2009:Dell Delights CustomersNACCM 2009: Answering the Social Phone – Listening, Measuring, and Engaging in Social Media.Hospital provides

Melissahttp://www.blogger.com/profile/09195878495862790321noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-48999849662199198572009-12-14T10:04:00.001-05:002009-12-14T10:08:16.263-05:00

Email krivielle@iirusa.com by Tuesday, December 15, 2009 Life Stage Marketing SummitMay 10-12, 2010Hotel Sax ChicagoIIR is excited to announce that we are putting the finishing touches on the Life Stage Marketing Summit. We are looking for just a few more speakers to cover the following session topic areas: Social Media Strategies (measurement & ROI, branding and innovation are priority key

Melissahttp://www.blogger.com/profile/09195878495862790321noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-53058869786910329212009-12-08T10:40:00.003-05:002009-12-08T11:01:29.387-05:00

The Kansas City Star reports today that Medicaid budget cuts in Kansas have forced the state to axe its customer service line. Starting in February, a help line for doctors and pharmacists who provide Medicaid care in Kansas will close. Hours for a customer service line for Medicaid recipients will be “sharply” reduced.The delays in confirming eligibility for new Medicaid applicants will grow.

Melissahttp://www.blogger.com/profile/09195878495862790321noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-69876294638436784662009-12-04T11:57:00.003-05:002009-12-04T12:08:19.484-05:00

DestinationCRM.com reports that a new, "The Cost of Poor Customer Service: The Economic Impact of the Customer Experience and Engagement," may finally put the damage bad service can create into a language executive boards understand -- dollars and cents. According to the survey of 8,880 consumers across 16 countries, poor customer service cost an aggregate of $338.5 billion per year, the average

Melissahttp://www.blogger.com/profile/09195878495862790321noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-1829021893911944622009-12-01T16:05:00.003-05:002009-12-01T16:08:29.651-05:00

Barney Beal of SearchCRM.com reports today that customers in emerging markets seem to have more bad experiences to share thereby making a customer service strategy even more important for businesses. According to the results of a recent survey by Accenture,the survey, conducted over the summer, found that 87% of consumers in emerging markets switched providers in at least one industry sector

Melissahttp://www.blogger.com/profile/09195878495862790321noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-22501135871428228332009-11-25T09:44:00.003-05:002009-11-25T09:47:05.262-05:00

Here's an interesting post on the FuelNet blogs that details six tips for improving telephone conversations with customer service agents. After all, every phone call is important, so knowing how to provide good customer service is crucial. Here are the tips:1. Improve your posture. 2. Give a confident welcome. 3. Ask for the customer’s name, and use it. 4. Give a positive, definite first response

Thiagohttp://www.blogger.com/profile/09994511074611706609noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-64959957485176495342009-11-20T11:13:00.003-05:002009-11-20T11:20:02.967-05:00

By now you've heard of companies in the United States harnessing the power of Twitter to fully connect with their customers. USAToday has a fascinating breakdown of the companies and what has and hasn't worked with Twitter and customer service. Social media like Twitter change customer serviceIs your company utilizing Twitter? What do you think you've learned from your customers? We'd like to

Melissahttp://www.blogger.com/profile/09195878495862790321noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-26704827778709952032009-11-19T20:29:00.001-05:002009-11-19T20:31:08.452-05:00

I just finished doing my seminar on the Heart Based Service Expo. What fun - my heart felt thanks to Lori and Raleigh for inviting me to take part in this extraordinary event.If you missed it and you want to listen in do this:Download your handout at www.PositivityPractices.com and then go tohttp://www.heart-based-service.com/expo/Brandi http://bit.ly/23U3mL to find my seminar (in the next 48

JoAnna Brandihttp://www.blogger.com/profile/12088910060633843437noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-51134856622334899992009-11-18T09:53:00.003-05:002009-11-18T10:12:59.603-05:00

The National Retail Federation spoke with 8,000 shoppers and asked which stores they believed had the best customer service. The Top Ten listed were: Amazon.com, Coldwater Creek, HSN, J.C. Penney, Kohl's department stores, Lands End, L.L. Bean, Nordstrom, Overstock.com, QVC and Zappos. A number of these recently spoke at the NACCM: Customers 1st Conference. Click to read more about Zappos'

Jenniferhttp://www.blogger.com/profile/13807688128761659181noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-25524255827141574322009-11-16T11:26:00.004-05:002009-11-16T11:32:29.671-05:00

Here's five tips from the EConsultancy blog for holiday retailers on treating your customers right during this holiday season. Enjoy!1. Pay attention to price - Pay close attention to competing prices as customers will bargain hunt during this recession.2. Customer Service: bring your A-game - If customers feel left behind, chances are they will shop elsewhere.3. Reach out and reward existing

Thiagohttp://www.blogger.com/profile/09994511074611706609noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-81989652782983190602009-11-12T09:33:00.003-05:002009-11-12T09:42:29.257-05:00

Samuel Greengard of CIO Insight lists ways that even the biggest companies can flub customer service. He writes, customers are rarely satisfied with the service businesses provide. Understanding those complaints, as well as the processes and technologies associated with customer service, can help CIOs and their teams avoid these customer-care blunders. 1. Outsourcing without understanding all the

Melissahttp://www.blogger.com/profile/09195878495862790321noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-27034152893553509642009-11-11T07:49:00.002-05:002009-11-11T07:55:11.589-05:00

Like many of the attendees at the NACCM Customers First conference last week I was excited to see Michael Tchong (http://www.ubercool.com/) as one of our closing keynotes. Michael (besides being ubercool is uber informative and engaging in his presentations. He playfully engaged the audience and kept us involved in his thoroughly well done peek at the future of our world – which is without a

JoAnna Brandihttp://www.blogger.com/profile/12088910060633843437noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-43288342640541987042009-11-10T16:46:00.004-05:002009-11-10T16:50:14.843-05:00

The Wall Street Journal has an article that looks at how some companies are cutting off the customer that's costing the company more money than profit. Last year, many companies would work with their customers, offer them discounts or work with them on payment options. This year, however, many smaller companies are finding that by cutting off customers who don't pay actually increases their

Jenniferhttp://www.blogger.com/profile/13807688128761659181noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-3408258504438554742009-11-06T07:52:00.003-05:002009-11-06T08:03:47.616-05:00

Guest blogger Norma Huibregtse spoke with Jason Tripp, Sales Manager with Allegiance, Inc, while at NACCM 2009 to find out about their offerings and their views on the customer service industry.

Jenniferhttp://www.blogger.com/profile/13807688128761659181noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-80439608863455914622009-11-06T07:44:00.004-05:002009-11-06T07:48:32.137-05:00

Guest Blogger Norma Huibregtse talked to Becky Carroll after her presentation about outsourcing your social media, how you should bring personality in to your social media when using it for customer service, where it's going in the future, and more.

Jenniferhttp://www.blogger.com/profile/13807688128761659181noreply@blogger.com1tag:blogger.com,1999:blog-4240814272782162921.post-27194603676562487332009-11-05T23:58:00.002-05:002009-11-06T00:01:33.473-05:00

Day Two was a great experience. We spent most of the day looking at the kind of service we provide through our customers eyes. Here is the day in photos:

Jenniferhttp://www.blogger.com/profile/13807688128761659181noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-6435167967058574742009-11-05T22:38:00.002-05:002009-11-05T22:43:29.460-05:00

While the "official" bloggers for Customers First show have written about ever speaker at the show, this somewhat newbie show blogger is still digesting the amazing amount of info and writing slowly. (That's why I didn't volunteer to be "official". I suspected it might take me a little longer.)I've enjoyed the show tremendously and tonight I am enjoying the company of a friend here in Phoenix,

JoAnna Brandihttp://www.blogger.com/profile/12088910060633843437noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-6476302782500847292009-11-05T21:40:00.004-05:002009-11-05T22:04:26.190-05:00

As we end the North American Conference on Customer Management 2009, consider how we take the “what” we learned and turn it into a strategic “how”. This thought was posed by Tom Atkinson, Director of Customer Research for the Forum Corporation.Atkinson talked about developing “strategic speed” because of the impact it has on sustaining our businesses. The 1980’s and 1990’s were about

Captivated Customershttp://www.blogger.com/profile/14054113980282193698noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-33340802472416214742009-11-05T20:22:00.004-05:002009-11-06T00:07:40.822-05:00

What does Oprah, ABC Nightline and 60 Minutes have in common? They all have featured the online retailer Zappos.com because of their customer service excellence. Maura Sullivan, Customer Loyalty Team Manager shared how Zappos.com leadership, under the direction of CEO Tony Hsieh, has built a solid foundation on customer and employee centricity.Founded in 1999, Zappos.com has grown to a total of

Captivated Customershttp://www.blogger.com/profile/14054113980282193698noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-75662913221574635722009-11-05T20:10:00.005-05:002009-11-06T00:09:14.455-05:00

The presentation began with the audience listening to heartfelt, recorded messages from Regence BlueCrossBlueShield customers. Here are a few of the comments they shared:“So appreciative of the work everyone is doing on my behalf”“I am so very grateful to you”“You guys are wonderful”“You are awesome”“I’ve never had an insurance company like this before”Joanne Gholtston Vice President, Customer

Captivated Customershttp://www.blogger.com/profile/14054113980282193698noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-45432402433171197082009-11-05T18:21:00.003-05:002009-11-05T18:28:03.924-05:00

Tom Nightingale’s goal is to help make marketing everyone’s best friend, every day. That makes sense because he’s the Chief Marketing Officer of Con-way, Inc., one of the largest trucking/hauling companies in the world. But what may surprise you is that one-third of Tom’s efforts deals with helping Con-way recruit and hire the best employees and candidates. The three pillars of Con-way’s

sparkspacehttp://www.blogger.com/profile/02478371818952210021noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-77472772526301122902009-11-05T17:49:00.003-05:002009-11-05T18:20:49.517-05:00

When you’re one of the largest travel agencies in the U.S., and you manage the majority of your business through the web, you’ve got an interesting set of customer service challenges. Travelocity is a very well-know portal for purchasing travel, not just in the U.S., but around the world through Travelocity.com, Travelocity Business, zugi, travelguru.com and more. All of this traffic is

sparkspacehttp://www.blogger.com/profile/02478371818952210021noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-5682787368894942882009-11-05T17:42:00.003-05:002009-11-05T17:49:36.516-05:00

"If we're in a service economy, what's next?"That’s the question Bo McBee, Vice President of Enterprise Total Customer Experience and Quality for Hewlett Packard., posed to the general session on Day 3 of the NACCM Customer’s 1st Conference. It’s Bo’s job to think about these things. As he puts it, “At HP, the future is coming at us fast. It’s borderline chaos.” In fact, he’s never sent the

sparkspacehttp://www.blogger.com/profile/02478371818952210021noreply@blogger.com0tag:blogger.com,1999:blog-4240814272782162921.post-87235076534644242652009-11-05T14:30:00.003-05:002009-11-06T00:10:30.098-05:00

“Oh no you didn’t!” Have you said this to yourself after having an unbelievably disrespectful or frustrating experience on a customer service call? Emily Yellin, author of Your Call is (Not That) Important to Us, shared with us that we should focus on the little things that have the biggest impact on service.Yellin is a Journalist who has traveled the globe covering 4 continents to talk to CEOs

Captivated Customershttp://www.blogger.com/profile/14054113980282193698noreply@blogger.com0