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Blake Landau

Customer Management IQ

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Customer Management IQ is a forum for sharing ideas, best practices and solutions within the business community. The emphasis of Customer Management IQ is on peer-to-peer communications within the Customer Management community. Simply put, you can interact and share solutions with an incredible network of authoritative sources and practicing professionals. It's easy. It's fast. It's free. And it enables you to find from your peers a method, a solution, a proven best practice that solves your specific problems when you need it solved. Customer Management IQ offers a steady stream of front-line content that is timely, relevant, practical and has been validated by practitioners. We have day-in, day-out contact with movers and doers in the Customer Management world.

On-Demand Episodes

The economic crisis has put pressure on marketing budgets and managers who need to provide quantifiable results for every dollar spent. Before the economic crisis determining ROI might have been a luxury, but now it is no longer... more
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The economic crisis has put financial stress on middle class families. These challenges are often because of unforeseen circumstances, such as a job loss or illness. New Jersey SHARES provides relief to people who are not eligible for... more
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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... more
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Most marketers’ messages fall on deaf ears. Nothing shocks us anymore. It’s all been done, and marketers rarely step outside of their comfort zone to shake things up. Andy Nulman wants to change this and teach marketers how to profit... more
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In this rapidly evolving and challenging economic climate, it's critical to obtain the best from your call center representatives. Dr. Brooks Mitchell, professor at the University of Wyoming, feels organizations can better capitalize on the direct link... more
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Joel Rubinson has been the Chief Research Officer at the Advertising Research Foundation (The ARF) assembles a cohesive set of industry trends and priorities. The three top priorities of the ARF include research transformation, 360 media... more
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How can we make experiences positive for customers? How can we create a cohesive strategy to manage customers at different touch points and across different channels? David Cliche, VP Global Interactive Media for Aon... more
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Emily Yellin knows customer service, specifically what it reveals about our world and our lives. In her book Your Call is (Not That) Important To Us, Yellin reminds us that when you bring up the subject of customer service phone calls,... more
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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... more
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We are no longer in the customer service economy—we are in the customer experience economy. However, because they are distracted by the economic downturn, most businesses have forgotten the importance of the voice of the... more
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