Customer Management IQ  

Today’s marketers realize they are fighting for eyeballs in a survival of the fittest war. However marketing muscle no longer means push marketing—today’s fit marketer is creating and delivering value. Bob Gilbreath, Chief Marketing Strategist for Bridge Worldwide moves us in his new book The Next Evolution of Marketing: Connect With Customers by Marketing with Meaning. When the economy went south too many marketers clamored for their old marketing text books. Their knee jerk reaction was to return to dusty marketing equations. Gilbreath steers us away from outdated techniques from “telling and selling” to relationship building. Gilbreath wants to give marketers a roadmap how to move in that direction. Afraid of a “social media strategy?” Do not fret. According to Gilbreath you don’t need a full social media strategy. You need a strong business strategy coupled with social media options. In this podcast Gilbreath gives us a few key case studies showing innovation in marketing with meaning. He walks us through compelling marketing campaigns including the New York City Metropolitan Museum of Art (The MET). The MET had the business challenge of attracting tourists. To generate sales the MET launched a web campaign that made tailored recommendations for visitors according to their customers’ facebook pages. The best way to use the medium is to create value for people’s lives. Find out practical and innovative marketing ideas from one of the most forward thinking marketers on how to create powerful marketing messages that provide value to your customers.

In this podcast with seasoned call center managers Maura Sullivan and Rob Siefker you will hear some of the powerful tools for managing a successful call center. Find out how the Amazon acquisition of Zappos is going to affect the customer service culture. You will also hear about the Zappos call center KPIs. Sullivan and Siefker will talk about what it means to manage the customer complaints and unstructured data. Curoius about how Zappos has triumphed social media? Find out in this podcast interview what they are actually doing to maximize the online channel for the call center.

Joe Giliam is one trainer who always gives his audiences more than they expect: more inspiration, more motivation and more enthusiasm. He's helped people from a variety of backgrounds enhance their professional skills, take on new challenges and improve workplace performance. Joe's training philosophy is simple -he truly cares about helping others better themselves, and his sincerity comes through with every word he speaks. Joe has served as a college dean, college instructor and a management consultant with Jack Parr Associates. A member of the American Society for Training & Development and the National Speakers Association, Joe has parlayed is love of teaching and business acumen into a extraordinarily successful career as a public speaker. Audiences routinely hail his seminars, keynotes and workshops as "inspirational", "eye-opening", "energizing", "dynamic" and "the best I've ever attended".