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:
World renowned Customer Management industry expert and consultant, Barbara Burke, talks with CMIQ's Gina Scanlon about what inspired her book, 'the Napkin, the Melon and the Monkey: How to Be Happy and Successful by Simply Changing Your Mind. Burke's fable is about a new
Twitterville author and Silicon Valley social media strategist Shel Israel speaks to CMIQ Editor Gina Scanlon about how Twitter is changing the way consumers communicate with businesses and how businesses can use the new social media tool to their advantage. Included in the discussion is
CRM strategist, musician and satirical blogger Greg Levin offers up some bizarre tips on how to survive in a cell center during the recession, including yoga sessions, a change in menu and and a 'lights-off' policy.
Dr. A.K. Pradeep, CEO and founder of NeuroFocus, sits down with CMIQ Editor Gina Scanlon to talk about his book, The Buying Brain and the new and exciting world of neuromarketing, and what the future holds for focus groups and surveys. Neuromarketing is delving into the
Vocalabs CEO Peter Leppik talks about the growing trends in customer service tech support with CMIQ Editor Gina Scanlon. Leppik discusses computer companies like Apple, Dell, and HP, and how their call and agent satisfaction statistics compare with one another, as well as
In today's uncertain business climate, it is more important than ever to secure the Loyalty of your customers. Loyalty is the trust, the understanding and the emotional bond you have with your customers, and they with you. Nurturing this emotional bond is the heart of loyalty
Adrian Ott, a top Silicon Valley strategist who provides a market edge in today's exponential economy, takes some time to discuss her new book, The 24-Hour Customer and how and where customers are spending their time. In our fast paced world fueled by modern
RightNow CIO Laef Olson and Danamichele Brennen of Jackson Hewitt discuss RightNow's new cloud platform launch and how Jackson Hewitt plans to implement the program's practices to improve its company and become more user friendly. RightNow has introduced the RightNow Cloud
Helen Windsor sits down a second time with Professor Morris Pentel, hosted on behalf of the Customer Experience Exchange, run by Customer Management IQ. Professor Morris Pentel, Chairman of the Customer Experience Foundation, will be speaking at the upcoming Exchange about customers
What is your customer satisfaction level? In this podcast, Milan Katz, Director of the Contact Center at Unity Healthcare, describes how his contact center achieved a 98 percent customer satisfaction rate. An important aspect of ramping up a contact center's customer satisfaction
Jonathan Somoza Cuellar of the AXA Seguros call center in Mexico speaks on call center metrics, as well as the current challenges faced by call centers for financial institutions. Cuellar’s tips for dealing with these challenges will help yield a better customer experience for call
Andrew Hull, director of product management at RightNow Technologies, discusses the importance of the multi-channel customer experience. He explains why companies must focus on social media to monitor customers and provide great customer experience. This has become crucial because you
Alexander Skaalerud, director of Business Develop for Dial America, discusses some of the recent trends he’s seen in the B2B environment. In the contact center world, lead generation and being able to call on businesses and close sales has become very important. It’s a
With over 16 years in the call center environment, Southwest Business Corporation’s Darryl Flores has had many times when his Senior Management has said “show me.” As a result, his experience in developing unique approaches and distinctive metrics to prove the value of
Will social CRM really be a one billion dollar market by 2011? Brian Vellmure, business strategist, CRM specialist, profit driver, problem solver and socially aware cause promoter answers this question for our listeners. Vellmure also addresses many of the other cloudy areas on what
