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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Podcasts:
Players come and go, and win-loss records can drastically fluctuate from year-to-year. Subject to such significant inconsistency, professional sports franchises—even those with decades of legacy and hometown support--cannot rely exclusively on their products to retain
Not everything gets to be a hot-button issue. Not everything gets to be trendy, let alone "sexy." But, often times, the concepts so commonly overlooked are the ones most deserving of the limelight. That is unequivocally the case when it comes to strategies for
The digital initiative behind Barack Obama's successful re-election campaign is the latest in a long line of justifications for investing heavily in online content strategy. Unfortunately, there is a wide distinction between the right and wrong way to go about delivering digital
Stop approaching the call center as a game of limitations trade-offs. When managed correctly, today’s multi-channel center can be a limitless producer of business benefit. It can achieve customer satisfaction. It can drive revenue. And it can deliver all of its
Can't listen via the above player? We've embedded a SoundCloud version of the podcast below the description: Strategic use of analytics has enabled First Tennessee Bank to “attack both sides of the P&L” while dramatically improving the customer experience
If there is one thing call center and customer experience executives are beginning to unanimously appreciate, it is that customer management metrics, though important, cannot exist in isolation. They must measure—and drive—the impact the customer support function is having on
“Elected officials are very excited—this is a great time in constituent relationship management. The opportunities are numerous and continue to expand. We have to consider that this is a time when government spending is under an extremely high degree of scrutiny,
Kerry Hurff, Safelite’s director of marketing, has a message for those who struggle with the alleged challenge between acting in the best interest of the customer and acting in the best interest of the business : “It is never in the short-term or long-term interest to not do
The Golden Rule—“do unto others as you would have them do unto you”-- is regarded as such because its validity is thought to be universal and irrefutable. After all, who could really find fault with the idea of treating people the way one would prefer to be treated?
Amid the explosion of industry attention on Big Data, professionals are scrambling to put together robust strategies for managing the wealth of insights emerging through their arrays of customer contact channels. Few have truly succeeded in that effort. An even smaller quantity has
Want to win your customers’ loyalty? It is going to take more than smiling. Make no mistake—all customer service representatives must assure they are cordial in dealing with customers, but in a marketplace exposed to customer-centric concepts like Amazon’s product
About fifteen years ago, professionals had to hide in shame if their corporations did not have an official website. Fast forward to 2012, and that same shame exists if businesses do not maintain Twitter and Facebook accounts in representation of their brands. The problem, however,
It will come in the form of aggressive vendor marketing copy. It will come in the form of updates about new strategies your competitors are employing. But when it comes to meaningfully improving your customer experience, you only need to focus on one source of insight:
Regulated to a far greater extent than consumer brands like Nike and Coca-Cola, banking and financial services firms have long possessed a weariness towards social media. They know they need to pursue avenues for building their brands and customer relationships, but they also
For all the talk about the rise of social media as a marketing and customer service tool, one can only imagine how much more significant the explosion would have been had C-level and stakeholder fear not created such an obstruction. As social media standout Nick Kossovan explained at the
