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:
EMC, a leading technology solutions provider, is at the forefront of innovation when it comes to gathering, analyzing and reporting Voice of the Customer (VoC) data. Their methodologies were even awarded a patent since they were so unique. CMIQ recently spoke with Jim Bampos, vice
The Durbin Amendment, recently tacked on to the Dodd-Frank Wall Street Reform Act, will change the prepaid card industry. There is no consensus on what this change means for companies, however. SunTrust Bank's Senior Vice President of Enterprise Payments Strategy, Steve Karp, spoke
Major companies need to start considering how to implement QR, or quick release, codes into their marketing initiatives, says Chad Summervill, who works with Mobile Marketing for Worldwide Corporate at Hewlett Packard. QR codes, resembling a square, pixilated barcode, are embedded in any
Both intuition and research have long linked increased customer satisfaction with increased profit. Finding the reasons and insight behind this link has proved difficult, however. In a recent whitepaper, software company Allegiance and CRM consultant Peppers & Rogers Group discussed
Doug Bippert, vice president of business acceleration for Coca-Cola’s Global Juice business, faces an increasingly complex and knowledgeable customer base. To manage this complexity, Bippert has spent the last few years optimizing quantifiable data to better understand his
This is part one in a three-part conversation with Olivier Blanchard, author of Social Media ROI: Managing and Measuring Social Media Efforts in Your Organization . In the first segment, Blanchard dispells the myths associated with social media programs, how the corporate structure
This is part two in a three-part conversation with Olivier Blanchard, author of Social Media ROI: Managing and Measuring Social Media Efforts in Your Organization. In this segment, Blanchard covers the ideal structure of a social media program and gives some best practices for managing
This is part three in a three-part conversation with Olivier Blanchard, author of Social Media ROI: Managing and Measuring Social Media Efforts in Your Organization. In this segment, Blanchard covers metrics and strategies for tracking direct ROI for social media projects. In part one ,
Mark Chellis, the North American Director of Carrier and Channel Management, recently spoke to CMIQ about the role social media had played in the company’s channel management strategies over the past several years. Chellis is a speaker at this year’s Channel Management
Research results provided by She-conomy.com and BlogHer.com reveal a disconnect between marketers and women, highlighting how companies tend to rely on stereotypes to capture the female audience – for instance, the misconception that all women are mothers or that a woman’s
Geoffrey Best is the Director, Program Manager at NCO Customer Management. Geoffrey assists a wide range of companies in implementing on-shore, near-shore and off-shore solutions. Geoffrey will be a presenter at this year’s 12 th Annual Call Center Week in Las Vegas. His
It’s not just traditional managers who have to “manage” people at work, according to Philip Bennett. Bennett, an executive vice president of at online stock trading service OptionsXpress, emphasizes the concept of “managing up,” in addition to the more
Malcolm Gladwell’s 2008 book, Outliers, was a runaway No. 1 best-seller. His oft-mentioned “10,000-hours rule” – the idea that practicing one task for that many hours will almost guarantee success in a field – sparked frequent water cooler debates around the
A broken guitar. Multiple phone calls. Constant misdirection. Frustration. Rejection. Revenge. A YouTube video? This the flow chart for Dave Carroll, a United Airlines passenger whose guitar was broken during baggage handling on his flight. After nine months of little recourse, lots of
Nina Card, senior manager of the online community at Scottrade, a leading online brokerage firm, chats about engaging customers electronically. Scottrade puts considerable emphasis on their online community and recently conducted a study comparing community vs. non-community users. Card
