Service Untitled

JUNE 24, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Interview with John Falcone of Sennheiser Douglas June 24, 2010 Culture , Customer Satisfaction , Interviews , Specific Companies No Comments I met John Falcone, who is the President and CEO of Sennheiser Electronic Corporation , a month or two ago while I was in San Francisco (thanks to Mike Faith for introducing us!

Blog 44

Blog Seminar 2010 2006 44

InMoment XI

JUNE 29, 2010

No one benefits from the customer perception that all their valuable input is falling into a black hole, being collected for the sake of collection and not to spur real action. Below are a few best practices for reminding customers they are being heard and their feedback is valued and for proving to customers that their input is being put to use driving lasting change within your organization.

Feedback 150

Feedback Customers 150

Customer Interactions

JUNE 22, 2010

'OK, that might sound like an unusual title for a security blog, but bear with me. It will all make sense. Every day, we’re bombarded by interruptions. Some would say security is all about handling the interruptions. Handle the interruption, minimize the impact, and recover to normal operation as quickly as possible. It’s that simple. Except it’s not.

Financial 28

Financial Events Information Blog 28

Service Untitled

JUNE 15, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Employee satisfaction a key to exemplary customer service Cheryl June 15, 2010 Customer Service , Employees 1 Comment A motivated workplace helps all of us do our jobs better. Employees recommend us to prospective customers; they are commonly at the front lines, and the success of most organizations are based on employee loyalty and dedi

Blog 46

Blog 2010 2006 Customer Satisfaction 46

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Service Untitled

JUNE 30, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer service procedures and social media preparation Cheryl June 30, 2010 Customer Satisfaction , Little Things, Big Differences , Proactive No Comments You wouldn’t jump into a swimming pool if you didn’t know how to swim.

Blog 40

Blog Social Media Customer Service 2010 40

Service Untitled

JUNE 14, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Accountability in customer service Cheryl June 14, 2010 Behind the Scenes , Employees , Little Things, Big Differences 2 Comments Accountability in customer service is our ability to account for our business actions and decisions.

Blog 41

Blog Customer Service 2010 2006 41

Service Untitled

JUNE 11, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Airlines customer satisfaction showing improvement Cheryl June 11, 2010 Customer Service , Specific Companies , Surveys No Comments Airlines continue to test our patience and tolerance with new fees.

Airlines 41

Airlines Customer Satisfaction Blog 2010 41

Service Untitled

JUNE 8, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Book Review: Exceeding Customer Expectations Cheryl June 08, 2010 Book Reviews , Culture , Customer Service , Specific Companies No Comments I just finished reading Kirk Kazanjian’s book Exceeding Customer Expectations which follows the humble beginnings of the 50 year old Enterprise Rent-A-Car business, which has grown into the la

Books 41

Books Blog 2010 2007 41

InMoment XI

JUNE 29, 2010

No one benefits from the customer perception that all their valuable input is falling into a black hole, being collected for the sake of collection and not to spur real action. Below are a few best practices for reminding customers they are being heard and their feedback is valued and for proving to customers that their input is being put to use driving lasting change within your organization.

Feedback 150

Feedback Customers 150

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Voice of Customer

InMoment XI

JUNE 29, 2010

No one benefits from the customer perception that all their valuable input is falling into a black hole, being collected for the sake of collection and not to spur real action. Below are a few best practices for reminding customers they are being heard and their feedback is valued and for proving to customers that their input is being put to use driving lasting change within your organization.

Feedback 150

Feedback Customers 150

InMoment XI

JUNE 23, 2010

Most companies with Voice of the Customer programs are struggling to gain insights from survey and feedback data. The right technology is ideally suited to bring all VOC and operational data together, to easily pinpoint relevant trends, and to reveal actionable insights.

Insights 150

Insights Feedback Technology Customers 150

InMoment XI

JUNE 23, 2010

Most companies with Voice of the Customer programs are struggling to gain insights from survey and feedback data. The right technology is ideally suited to bring all VOC and operational data together, to easily pinpoint relevant trends, and to reveal actionable insights.

Insights 150

Insights Feedback Technology Customers 150

InMoment XI

JUNE 23, 2010

Most companies with Voice of the Customer programs are struggling to gain insights from survey and feedback data. The right technology is ideally suited to bring all VOC and operational data together, to easily pinpoint relevant trends, and to reveal actionable insights.

Insights 150

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Customer Experience

InMoment XI

JUNE 15, 2010

As companies begin to embrace social media, many are using a ‘ready, fire, aim” approach. Companies should first create clear policies and determine if and how they will respond and what they intend to do with the feedback data.

Social Media 150

Social Media Feedback 150

InMoment XI

JUNE 15, 2010

As companies begin to embrace social media, many are using a ‘ready, fire, aim” approach. Companies should first create clear policies and determine if and how they will respond and what they intend to do with the feedback data.

Social Media 150

Social Media Feedback 150

InMoment XI

JUNE 15, 2010

As companies begin to embrace social media, many are using a ‘ready, fire, aim” approach. Companies should first create clear policies and determine if and how they will respond and what they intend to do with the feedback data.

Social Media 150

Social Media Feedback 150

Customer Interactions

JUNE 21, 2010

'Each year companies that manufacture technology for the gaming sector participate and compete for your time at all or some of the 30+ gaming shows that are held worldwide. In the US the major show is the G2E (held each year in November at the Las Vegas Convention Center), followed by the World Game Protection Conference hosted and managed by Willy Allison.

Innovation 28

Innovation Technology Consulting Presentation 28

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Customer Interactions

JUNE 15, 2010

'Let’s talk about IP cameras. I like to think IP cameras nowadays are kind of like cars. Can you picture fuel economy as being very similar to bit rates? You’ve got your big honking Hummer which reminds me of MJPEG IP cameras – which are pretty to look at, if you can afford all the costs associated with them on the backside. You’ve got your hybrid cars which remind me of H.264 IP cams.

Events 28

Events Sports Demo Measurement 28

Customer Interactions

JUNE 11, 2010

'I just returned from the National NENA 2010 Conference that took place in Indianapolis this week. Two weeks following the completion of NENA’s second Industry Collaboration Event (ICE2), competing vendors who took part in the conference were smiling at each other, happy to meet again and talk about interoperability, and working together to get NG9-1-1 stuff done.

2010 28

2010 Events Interaction Management 28

Customer Interactions

JUNE 3, 2010

'Diamond Chaflawee made some excellent points about the benefits of Next Gen 9-1-1. But it was his blog title, “What does Next Gen 9-1-1 mean for you?” that struck me as poignant – because “what Next Gen 9-1-1 means to me” is something very personal. I have a daughter, and like most 21 year olds she uses a cell phone instead of a land line.

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Blog Communication Interaction 28