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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.
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/
TONIGHT ON THE EXPERIENCE!
It's D-Nell and Meilani's BIRTHDAY! Tune in as we celebrate this special time with interviews with the women who birthed them and the people who love to hate them. We also have a special co-host, Zack Herman who is a local comedian in the Michigan area.
DISCLAIMER: Even though we encourage free speech, please exercise respect in order to make this a fun, and comforting enviroment to all listeners. Also, the viewpoints of the host, co-hosts, callers, and listeners does not necessarily reflect the views and opinions on the show.
IT'S LIVE, IT'S RAW, IT'S THE EXPERIENCE
When you have a mediocre customer experience, you probably forget about it the minute you're done. When you have a bad customer experience, you might take upon yourself to warn others. When you have a great customer experience you may become an evangalist for the company you just did business with. Most of us would prefer to be known for a great customer experience and this episode will explore what it takes to deliver this to your customers.
Join host Joe Hackman and customer experience specialist Jeannie Walters as we explore what is involved with delivering a great experience to your customers. Jeannie is CEO and Founder of Chicago based 360 Connext.
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.
Did you know that you can do a few smart and relevant things on a tiny capital budget that will help to stimulate and deliver "raving fan" service to your valuable customers? Applying these low investment budget key ingredients will leave a powerfully positive indelible mark in the minds and hearts of your target audience. That is our focus on this edition of, “The Strategist Radio LIVE.”
What can you do to create a Cracker Jack experience for your customers? One that offers them an unexpected free prize inside?
In this episode, host Kelly Scanlon sits down with customer loyalty expert Chip Bell to talk about his new book, The 9 1/2 Principles of Innovative Service and ways to heighten your customers' astonishment and amazement with every encounter with you.
A keynote speaker and senior partner with The Chip Bell Group, Chip is the author or co-author of 20 best-selling books, and a consultant to several major corporations such as GE, Microsoft, State Farm, Marriott, Lockheed-Martin, Cadillac, KeyBank, Ritz-Carlton Hotels, Pfizer, Eli Lilly, USAA, Merrill Lynch, Allstate, Caterpillar, Hertz, Accenture, Verizon Wireless, Home Depot, Harley-Davidson, and Victoria’s Secret.
He has appeared live on CNBC, CNN, Fox Business Network, ABC and his work has been featured in Fortune, Business Week, Forbes, Wall Street Journal, USA Today, Inc. Magazine, Entrepreneur Magazine and Fast Company.
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