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<title><![CDATA[Eric Jacques]]></title>
<link>/profile/eric-jacques/ejacques247/rss20/</link>
<description><![CDATA[Manager with more than ten years of experience with projects and operations. Known for rigor, attention to detail and customer service. Proven capacity for analysis, troubleshooting, and service delivery management. Excels at managing customer expectations, communications and presentations. Perfectly bilingual with experience working in Canada and the US (dual citizen).
- Proven capacity to manage customer expectations and deliver agreed upon services.
- Managed different types of projects successfully in time-critical environments.
- - Project definition and planning.
- - Time and resource management.
- - Risk and communication management.
- Managed teams of up to 75 employees in an IT operations environment.
- Broad technical knowledge with networks, MS software, telephony, Unix/Linux and databases.
- Experienced with outsourcing transitions.
I have demonstrated accomplishments in site migrations, software roll outs, development of analysis and metrics standards and management presentations. I have extensive experience managing customer service personnel in a technical environment and worked with my team to develop new and/or enhanced automation tools for the delivery of services along with the planning and development of analysis techniques.]]></description>
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<title><![CDATA[The Trouble with Salespeople Slideshow - Harvard Business Review - Harvard Business Review]]></title>
<link>http://hbr.org/web/extras/the-trouble-with-salespeople/1-slide</link>
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<pubDate>Mon, 22 Nov 2010 14:20:14 EST</pubDate>
<description><![CDATA[Companies are investing more than ever in sales training, but performance isn't improving. Just 9% of sales meetings end in a sale, and only one out of 250 salespeople exceed their targets. What's going on?]]></description>
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<title><![CDATA[Kevin Stirtz]]></title>
<link>/profile/kevin-stirtz/kstirtz992/</link>
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<pubDate>Thu, 18 Nov 2010 07:22:45 EST</pubDate>
<description><![CDATA[In my day job, I am an SEO consultant for FindLaw, a Thomson Reuters business. My part of the organization focuses on customer retention and loyalty. I work with internal customers and external clients to help improve the ROI we deliver to our clients. In this role I have conducted training and onboarding of new employees, participated in and managed process improvement projects, worked with a local college to create a company-wide training program as well as working directly with clients in escalated situations.
Outside of my full time role at Thomson Reuters, I manage an informational website that helps people and organizations increase customer loyalty by improving customer service. It's a top website in its niche and attracts a large audience from over 60 different countries. I also consult, blog, write and speak about customer experience, online marketing and social media.
In my past life as an entrepreneur and a consultant I have authored two books, spoken to hundreds of groups across the USA, Canada and in Europe and Asia Pacific. My business and management experience ranges from managing my own small business to being an executive director of a five-state regional non-profit as well as being on the leadership team of an $8 million service business and consulting with small, medium and large companies. I have published over 800 articles on topics like marketing, sales, social media, customer service and customer loyalty. ]]></description>
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<title><![CDATA[Shep Hyken]]></title>
<link>/profile/shep-hyken/shyken027/</link>
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<pubDate>Thu, 18 Nov 2010 07:22:27 EST</pubDate>
<description><![CDATA[Watch Shep Hyken's Demo video at: http://www.Hyken.com
Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service expert and speaker, Shep works with companies who want to build loyal relationships with their customers and employees.
Shep is the &quot;New York Times&quot; and &quot;Wall Street Journal&quot; bestseller of &quot;The Amazement Revolution,&quot; &quot;The Cult of the Customer,&quot; &quot;The Loyal Customer&quot; and &quot;Moments of Magic.&quot;
In 2008 Shep was inducted into the National Speakers Association Hall of Fame speaker for lifetime achievement in the professional speaking industry.
In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of companies and associations on their customer service and loyalty initiatives. Some of his clients include:
• American Airlines
• American Express
• Aetna
• AAA
• Anheuser-Busch
• AT&amp;T
• Abbott Laboratories
- and that's just a few of the A's!
Shep mixes important information with entertainment (humor and magic) to create exciting programs for his audiences. His main speaking topics focus on the customer experience, customer loyalty, customer service, internal service, business relationships (customers and employees) and a motivational program titled You Are the Magic!
Learn more about The Customer Focus customer service training program at: http://www.TheCustomerFocus.com.]]></description>
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