A lot of things in contact centres have outlived their ’sell-by dates’. Richard Snow takes us through his wish list of...
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CUSTOMER SERVICE MARKETING
In today's competitive environment, good customer service can go a long way to helping build a positive marketing message. Customer service marketing discusses the convergence of customer service and marketing.
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It's the Me-conomy stupid. And so sums up in just four words the feeling a lot of us have as consumers as yet again we...
We asked over 9,000 customers from 15 B2B member companies to rate different aspects of their customer experience.
My research into Contact Centers has led me to develop a model for the systems needed to build and operate a strategic...
I’ve worked in service-driven capacities almost my whole life. I started in retail environments scooping ice cream and...
Social Media. Word of Mouth Marketing. Online Reputation Management. Engagement. Listening. We’ve given it a lot of...
In this panel discussion, Market leaders will provide you with consumer segmentation best practices, new ways of...
Learn why acting on customer feedback is a direct investment in customer retention.
Last week BusinessWeek published its 100 Best Global Brands 2009 and to no surprise, financial brands were largely...
Keith Fiveson, CEO of ITESA discusses how to effectively manage in the call center using an important but often ignored...
Hear how Swedish Rail obtained over 400,000 customers with an increase in average revenue per customer, and 25% of...
Dru Phelps discusses the optimization of tangible, actionable and visible checkpoints for Excellence by use of your...
In this podcast Esteban Kolsky discusses the future of CRM, and why Social CRM is the weave of the future.
Learn to design and manage the work in call centers and the systems they serve, improving the customer experience and...
In this virtual case study, Tripp Babbitt tackles why focusing on call center costs and call center productivity...
The use of Integrated Voice Response and voice automation enables a company to improve its customer service and lower...
Call center technology must be properly integrated with your people process.
Brooks Mitchell, PhD discusses why Six Sigma programs in the call center are a waste of time and money and will...
In part two of this virtual case study Shaun Smith provides a clear and results-proven approach to a holistic customer...
New call center research from Vocal Laboratories (Vocalabs) validates the impact of phone-based customer service on...
The voice of the customer can only become strategically useful if you take a proactive approach to collecting the data...
What if Google went down for two hours tomorrow? Would site users remember its 99.99 percent uptime—or would they focus...
Since last week was national customer service week (hat tip to Toby Bloomberg), I thought of writing a top ten list of...
Janet LeBlanc, Director of Customer Value Management for the Canada Post Corporation shares her tools and tactics for...
In an industry characterized by complexity, heightened competition, low customer involvement and wafer thin margins,...
Top Sources: Customer Service Marketing
- customermanagementiq.com
- Fast Company
- destinationcrm.com
- Conde Nast Portfolio
- Jezebel
- My3cents Reviews
- Church Marketing Sucks
- Globe Investor
- blog.pr-vantage.com
- Information Week
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