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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.
Mark Healy is the the founder and Managing Partner of Torque Customer Strategy and most recently a Partner at Satov Consultants. Mark's focus is in the area of Customer Strategy including customer insights, customer experience, innovation and go-to-market strategy.
Over the course of his accomplished career, Dennis has started various new businesses, launched brands, and restored prosperity to floundering businesses. His experience ranges from running family businesses to public companies’ global business units, such as Black & Decker’s Hardware & Home Improvement Division, Steelcase, and Administaff. Dennis’ strength is knowing how to hire the right people and develop them to perform at their best. His firm, HR Resources and Performance Group, provides solutions ranging from hosted human resource tools to improve hiring and selection, performance management, communication, and team building.
Tahzoo's Misia Tramp joins the program to discuss how to measure a brand's customer experience and marketing programs and campaigns to determine if they were a success, and what determines if a campaign is successful or not.
The Customer Experience Show welcomes customer experience champion Jeanne Bliss. Jeanne has been fighting valiantly to get customers on the strategic agenda for over 25 years, with companies like Lands' End, Coldwell Banker,Allstate, Microsoft and Mazda. She is the author of Chief Customer Officer" and most recently "I Love You More Than My Dog"- Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad.
Part 1 - Mark talksabout employee engagement, how inextricably bound to customer engagement it is and the urgency with which this issue needs to be addressed, considering the negative impact this has on a company's P&L.
This week, Mark will discuss just what "Employee Engagement" looks like in the work place and how to begin to evolve a work culture that has passionate, enthusiastic employees behind your brand and your customer experiences.
Our guests are from Spoken Word, a company that brings new technology to customer experience....
Heidi Miller is the Chief Conversation Officer at Spoken Communications, a speech recognition technology company based in Bellevue, Washington, with solutions that allow call centers to provide a better customer experience. She is passionate about customer service and about building community, whether that be online, live through the contact center or through real-life conversation. With the steadfast belief that an Interactive Voice Response automated system doesn’t have to act like a robot just because it is one, Miller helps Spoken Communications spread the word that good robots (with a little human help) can provide an amazing customer experience. Miller is also the owner and principal of the social media consulting firm, Heidi Miller Media, providing social media solutions for engaging in conversations and building community online and in real life. She blogs for Spoken at http://blog.spoken.com and Twitters at www.twitter.com/spokencomm. Additional information can be found at www.heidi-miller.com.
David Milstein, VP of Engineering
Milstein, Spoken’s solution architect, brings over 15 years of software development expertise and problem-solving to Spoken. His extensive experience ensures that software and program management at Spoken are exceptional and that uptime is at the maximum. Prior to joining Spoken, Milstein spent nearly 10 years at Microsoft Corporation in software development and management positions, working on emerging technology including cryptography, GSM, Smartcard, mobile services and mobile devices technologies.
Prior to Microsoft, David was the head of software development at Fortress U&T, an Israeli startup that was sold to M-Systems in the year 2000. David holds 43 issued and pending patents and has a Bachelor of Science degree in Computer and Electronics Engineering from Ben-Gurion University.
Mark is a consultant in his firm New Paradigms LLC and an author of a new book "Managing Whole People". In the first of two parts we are going to explore the concept, value and the "how to's" of employee engagement -- and how that relates to customer engagement. Don't miss it!
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, social media, social media! It seems that’s all we hear about these days. Many find them asking themselves asking “how can social media help me in my business? Isn’t is just a bunch of young kids telling each other what they are doing?”
As a visionary and passionate advocate of customer experience, Axel Schultze will share his insights on social media and how it is changing the very foundation of how consumers decide to do business with you.
Shelle Rose Charvet, president of Success Strategies is known round the world for her ground-breaking book, "Words That Change Minds: Mastering the Language of Influence." Shelle brings that expertise directly to the issue of Customer Experience in her new book, "The Customer Is Bothering Me." Insightful and pragmatic as always, Shelle will help us decode the interaction that shapes the Customer Experience and give us some practical tips on how to improve that experience for our customers -- and our employees.
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.
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