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:
Prepaid cell phones have long carried a stigma as low-quality phones associated with low-quality service. But with prepaid phone users growing faster than post-paid, or contract, cell phone users, that stigma has diminished. And companies are taking note. “The No. 1 business of
The advent of coupon sites like Living Social and Groupon and the internet in general has helped the gift card make a comeback. Sports attire company Nike has effectively used gift cards to engage and maintain customers and is expanding into the virtual field to use engage with gift
The advent of coupon sites like Living Social and Groupon and the internet in general has helped the gift card make a comeback. Sports attire company Nike has effectively used gift cards to engage and maintain customers and is expanding into the virtual field to use engage with gift
CMIQ walked over to the HopStop offices in New York recently to sit down with CEO Joe Meyer. The friendly, open room with wood floors abutting an exposed brick wall houses the small staff that recently expanded the city transit website and mobile app to 20 new markets, bringing the
As Google+ crawls out to a select worldwide audience, the debate continues over social networking site's future impact on the online landscape. Recently, CMIQ weighed in on the future of Google+ and the new social CRM opportunities it might create. To get further perspective, CMIQ
“We’re channel agnostic,” said Metro Bank Chairman and Co-Founder Anthony Thomson. While most executive concentrate on pushing interactions to lower cost, more efficient channels, Metro Bank stubbornly refuses to cede any channel. “If someone perfects the art of
Pearson, an education and testing company, has made an impact in the contact center world with its VersantTM technology, a spoken and written language testing system. Recruitment and HR departments around the world have adopted Pearson’s technology to create efficiencies in agent
It’s easy and idealistic to say that the culture of a company should reflect the culture of its leadership. It’s much harder in practice. Patrick O’Shea, the senior vice president of Comerica Bank, can list off examples of how the C-suite culture at Comerica has rubbed
The minds of sales professionals and executives work quite differently during a meeting. Michael Nick is well-versed on this difference, recently detailing his expertise in his book, The Key to the C-Suite: What You Need to Know to Sell Successfully to Top Executives . He joined CMIQ to
To some contact center directors, web self-service is a necessary evil - it is expected by customers, yet yields low ROI, poor results and fails to meet customers' expectations. Mary Murcott, CEO of Novo 1 Contact Centers, recently gave her argument at the 12th Annual Call Center
IVR as we know it is dead, gone, irrelevant - pick an adjective. Studies show consumers’ increasing frustration with automated telephony systesm; they take too long, they don’t route their call properly. In short, conventional IVR doesn’t help. That doesn’t mean
With the advent of social media and the Wall Street recession of 2008, consumers are increasingly pressuring companies to look past the bottom line when constructing business strategy. Simon Mainwaring, author of the new book WE FIRST: how Brands and Consumers Use Social Media to build a
CVS Caremark, the largest pharmacy health care provider in the United States, runs its business with the vision, "We strive to improve the quality of human life." This is not merely a slogan, though, but a set of values that each CVS employee from frontline staff to executives
A recent survey of field service organizations revealed a pervasive attitude that remote diagnostics are the quickly approaching future. With more remote monitoring options available, more companies are able to decrease internal costs, raise profit margins and increase customer
A recent survey of field service organizations revealed a pervasive attitude that remote diagnostics are the quickly approaching future. With more remote monitoring options available, more companies are able to decrease internal costs, raise profit margins and increase customer
