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Only customers can determine what quality is. Therefore, the customer must be top priority. Reliable, loyal customers are the most important customers. Producing high-quality products ensures customer satisfaction. Continual improvement is the only way to keep customers satisfied and loyal. Therefore, organizations must have a customer focus. That is our focus on this edition of, “The Strategist Radio LIVE."
Today's customers have multiple ways to educate themselves on products and services. It's important that front line personnel are experts in regards to being knowledgeable about their company's products and services. Join Errol and his guest Sean Hawkins, manager of the award winning call center at iContact to get tips on creating customer experience experts to insure employees confidently interact with customers.
Dennis Reno, the Senior Vice President of Global Support Services & Customer Success at Proofpoint, shares his customer service expertise and discusses what healthcare can learn from other industries that have made "customer service" a priority.
Nearly a quarter of the surveyed CMOs feel under-prepared to manage major customer touch points. This seems strange considering marketing’s very focus is to attract, nurture and grow customer value for commercial and mutual gain. So what does it takes for an organization to engage with customers on “their” own terms?
Customer Profitability - http://mopartners.com/consulting/agility/customer-profitability/
Business Intelligence - http://mopartners.com/consulting/agility/business-intelligence/
Social media is a wonderful and remarkably useful tool for promoting your business and building your brand. When it comes to angry complaints, however, it can turn into a vile, unrelenting beast that tears your company down. Fortunately, understanding how to deal with angry customers on social media is actually quite easy. That is our focus on this edition of, “The Strategist Radio LIVE."
The term, "Internet Marketing" has become a watered-down concept. In fact, most new business start-ups believe that posting a few tweets, asserting an assortment of Facebook messages, or maintaining a blog is what online marketing is all about. These faulty notions have been responsible for misleading business start-up owners. The 4Ps Marketing Mix framework is considered to be one of the most popular tools of traditional marketing management, and categorizes the main objections of using the model as the foundation of physical and digital marketing practices. That is our focus on this edition of, “The Strategist Radio LIVE."
Dr. Michael Porter’s five forces model of industry competition is a model that is used in various hospitality establishments, regardless of location. In this model, there are many things to consider when assessing competition. In fact, this model is used to build a sustainable business strategy. That is our focus on this edition of, “The Strategist Radio LIVE."
Customer Experience Strategist, Revenue and Loyalty Accelerator, Technology Enabler.
Dana Hyatt is Principal at Dallas-based Meritage, designers and implementers of cross-channel customer experience strategies for generating revenue and customer loyalty. She has supported some of the most notable names in the specialty retail (Neiman Marcus, Gucci, Zale Corporation), financial services (Citibank, Triad Financial), telecommunications (Alltel) and fitness and hospitality (Gold’s Gym International, Accor North America) industries. Dana delivers tailored, holistic customer experience strategies by leveraging extensive first-hand experience leading field-based and corporate sales, operations and training teams coupled with providing customer data analytics and integration consulting at Acxiom. Her unique perspective of customer-facing and back-office tools allows her to advise clients on the best practices to develop and sustain solutions that match their business objectives. With her proven cross-functional and multi-industry experience, she knows how to identify key loyalty drivers, while her knowledge of customer insights help optimize the company’s value proposition to their customers. Dana has also developed go-to-market and launch strategies for several software startups in the online Customer Experience space.
Dana holds a BS from Texas Christian University and is a founding member of the Customer Experience Professionals Association (www.CXPA.org) and serves on the Professional Development Committee. Bringing the formation of a local Customer Experience networking group to Dallas, she is also the Dallas Local Networking Event Lead at CXPA. She has a market presence as a consultant, speaker and writer on this critical business initiative.
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