Customer Management IQ - Call Center, Customer Service & Customer Relationship Management
Summary: Customer Creation with Blake Landau is a podcast series that focuses on customer management, as well as call center related topics. We explore best practices in customer contact on every channel, including call centers, customer relationship management and related marketing topics. We also bring you the pre-eminent thought leaders on maximizing customer relationships to increase customer acquisition, customer retention, loyalty and engagement.
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- Artist: Customer Management IQ
Podcasts:
It might be one feature offered by one company, but the "Mayday" button on Amazon's Kindle Fire speaks to an essential ingredient in today's customer experiences: human interaction. On the surface, the marketplace--and life in general--seems to be moving away from
Hype does not have a guaranteed impact on reality, and nowhere is that more evident than in customer management. The latest research in conjunction with CFI Group’s Contact Center Satisfaction Index reveals that despite insistence from businesses that the customer experience is
Martin Dowson is a recognized CX expert with a specific focus within Financial Services. Having led several failing banks back from the edge of customer ‘blowout’ and developed marketing leading customer experience for others, he possesses a wealth of insights concerning
Martin Dowson is a recognized CX expert with a specific focus within Financial Services. Having led several failing banks back from the edge of customer ‘blowout’ and developed marketing leading customer experience for others, he possesses a wealth of insights concerning
Some say it is all about providing fast, efficient resolution. Others say it is all about engaging in a lengthy interaction in which a relationship is fostered and happiness is assured. So, business leaders and contact center managers, what do you do? How do you deliver the
“If customers walked into a physical, retail environment, we simply would not ignore them indefinitely. Why would we do that in a virtual space?” The bad news for organizations hesitating to offer social customer care? Demand for support on social media is no
Believing there to be a reverse correlation between prioritizing customer satisfaction and contact center efficiency, far too many businesses refuse to adopt a customer-centric mindset. But even worse than the error of that assertion—successful organizations know improving customer
Customer Management IQ's UK editor Helen Winsor recently conducted a "quickfire" interview podcast with five of the top speakers on the upcoming Customer Experience Management for Utilities conference . That event takes place April 28-29, 2013 in London. Featured on
Customer Management IQ's UK editor Helen Winsor recently conducted a "quickfire" interview podcast with five of the top speakers on the upcoming Customer Experience Management for Utilities conference . That event takes place April 28-29, 2013 in London. Featured on
Customer Management IQ's UK content editor Helen Winsor recently spoke with Hugo Harding, the head of retail and commercial for smart metering at EDF Energy. Harding will be presenting at the Customer Experience Management for Utilities conference, April 29-30, 2013 in
“We want all of our KPIs, all of our customer—and employee—engagement to be centered around what it is that the customer needs and wants so that we can not only meet his expectations but exceed his expectations.” Successful business leaders know not simply what
Listen and learn about the art and science of creating a content marketing strategy with Rebecca Lieb, an author, columnist, journalist, frequent speaker, and the digital advertising and media analyst at Altimeter Group. Lieb answers some important questions regarding content
Customer Management IQ’s Shawn Siegel spoke with Eric Galvin, Cigna’s vice president of call strategy and operations and a presenter at the 8 th Annual Call Center Summit . When an executive is tasked with leading a contact center operation that serves twenty million health
Maria McCann, Head of Customer Experience and Service, Aurora Fashions, joins Customer Management IQ's Helen Winsor to discuss what the transition from multi-channel to omni-channel means for the retail sector and how it will ultimately affect the customer journey.
Maria McCann, Head of Customer Experience and Service, Aurora Fashions, joins Customer Management IQ's Helen Winsor to discuss what the transition from multi-channel to omni-channel means for the retail sector and how it will ultimately affect the customer journey.
