http://www.blogtalkradio.com/customerexperienceCustomer experience leadership best practices connect the dots across people, processes, data, systems -- to synchronize the business with customers.enCopyright Lynn Hunsaker (C/O Blogtalkradio)Sat, 15 Jun 2019 05:15:00 GMTMon, 24 Jan 2011 17:30:00 GMTManagementBlogTalkRadio Feed v2.0https://dasg7xwmldix6.cloudfront.net/hostpics/35caed65-e888-4097-9f52-efe535dca829_blogtalkradio-logo.jpghttp://www.blogtalkradio.com/customerexperienceCustomer experience leadership best practices connect the dots across people, processes, data, systems -- to synchronize the business with customers.feeds@blogtalkradio.comBlogTalkRadio.comcustomer experience,customer centricity,customer centric culture,customer success,customer care,employee engagementClearActionnoCustomer experience leadership best practices connect the dots across people, processes, data, systems -- to synchronize the business with customers.episodichttp://www.blogtalkradio.com/customerexperience/2011/01/24/building-a-customer-centric-culture-for-significant-business-resultsMarketinghttp://www.blogtalkradio.com/customerexperience/2011/01/24/building-a-customer-centric-culture-for-significant-business-results/#commentshttp://www.blogtalkradio.com/customerexperience/2011/01/24/building-a-customer-centric-culture-for-significant-business-resultsMon, 24 Jan 2011 17:30:00 GMTBuilding a Customer Centric Culture for Significant Business Results**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Lara Wise, Vice President of Customer Experience at tw telecom, which has improved revenue and productivity while acquiring 20,000 small business accounts during this tough economic cycle. tw telecom reduced customer churn by 27%, increased Net Promoter Score by 65%, and outperformed competitors’ customer experience quality by 20% in each customer management processes: sales, purchasing, ordering, installation, billing, service inquiry, maintenance, and account management. These achievements were made possible by nurturing customer-centric culture, engaging employees company-wide in understanding their roles in customer experience management, and coordinating customer-focused improvements across Operations, Marketing, Service, and other functional areas. tw telecom is a leading provider of managed network services for enterprise organizations and communications services companies globally. Join our discussion on BlogTalkRadio’s Customer Experience channel to learn how to transform your business results by building a customer-centric culture through customer experience management best practices. (23:35) 00:24:00ClearActionnocustomer experience management,customer service,customer care,customer centric,customer focus**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Lara Wise, Vice President of Customer Experience at tw telecom, whichttp://www.blogtalkradio.com/customerexperience/2011/01/19/demystifying-delight-customer-experience-promises-Marketinghttp://www.blogtalkradio.com/customerexperience/2011/01/19/demystifying-delight-customer-experience-promises-/#commentshttp://www.blogtalkradio.com/customerexperience/2011/01/19/demystifying-delight-customer-experience-promises-Wed, 19 Jan 2011 16:00:00 GMTDemystifying Delight: Customer Experience Promises in Action**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Alan McNab, Vice President of Customer Advocacy at NCR Corporation: At the heart of every business is customer relationships, and the key to great ones is trustworthiness, substantiated by keeping commitments. NCR is enjoying great strides in business results by implementing this universal truth throughout its service organization, and internally as well. In-depth listening sessions with customers revealed confidence issues that couldn’t have been discovered otherwise, and in response, NCR is empowering customer engineers with negotiation skills to coordinate their productivity with customers’ availability, and improve all parties’ satisfaction and business results. NCR lets customer engineers focus on keeping customers well-informed and becoming masters of their craft, over-riding traditional non-customer-centric Service Level Agreement (SLA) metrics. Productivity, teamwork, and passion soared as employees put their hearts into their work and customer relationships. Alan McNab will describe NCR’s change management journey in engaging executives and employees company-wide in living their brand promise to delight customers. Join our discussion on BlogTalkRadio’s Customer Experience channel to learn how to transform your business results by building a customer-centric culture through customer experience management best practices. See interview summary at http://clearaction.biz/blog00:28:00ClearActionnocustomer experience management,customer service,customer centric,customer care,customer commitments**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Alan McNab, Vice President of Customer Advocacy at NCR Corporation:http://www.blogtalkradio.com/customerexperience/2010/12/15/customer-centric-sales-marketing-for-customer-expeMarketinghttp://www.blogtalkradio.com/customerexperience/2010/12/15/customer-centric-sales-marketing-for-customer-expe/#commentshttp://www.blogtalkradio.com/customerexperience/2010/12/15/customer-centric-sales-marketing-for-customer-expeWed, 15 Dec 2010 16:30:00 GMTCustomer-Centric Sales & Marketing for Customer Experience Excellence**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Steve Pinetti, Senior Vice President of Sales & Marketing at Kimpton Hotels & Restaurants: Customer-Centric Sales & Marketing for Customer Experience Excellence. Learn how to make your sales and marketing programs more customer-centric – are you sure customers see your campaigns and policies as catering to their priorities? Kimpton’s outstanding customer satisfaction scores surpassed several luxury hotel companies including Loews Hotels, Ritz-Carlton, W Hotels and Mandarin Oriental, and airlines including JetBlue and Southwest Airlines, according to Market Metrix Hospitality Index. Steve Pinetti will describe his company’s approach to customer experience excellence, and the role of Sales & Marketing in developing customer evangelists. NOTE: 11:30am EST, 8:30am PST; click "play" online to listen; call-in to ask a question on the air. (See related article: Customer Centric Sales & Service Policies) See interview summary at http://clearaction.biz/blog00:26:00ClearActionnocustomer experience,customer centric,customer care,customer focus,customer satisfaction**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Steve Pinetti, Senior Vice President of Sales & Marketing at Kimptonhttp://www.blogtalkradio.com/customerexperience/2010/04/27/energize-your-customer-experience-stategyMarketinghttp://www.blogtalkradio.com/customerexperience/2010/04/27/energize-your-customer-experience-stategy/#commentshttp://www.blogtalkradio.com/customerexperience/2010/04/27/energize-your-customer-experience-stategyTue, 27 Apr 2010 17:00:00 GMTEnergize Your Customer Experience Strategy**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Desirree Madison-Biggs, Director of Customer Insight and Measurement at Symantec: How to keep employees energized and motivated to continually improve the customer experience. Learn how to create internal buzz for your customer experience program and gain support of the executive team, keep the sales team engaged in conversations with their customers outside the sales cycle, and invest in your employees in ways that drive accountability and reward the right behaviors. Desirree's team designed Symantec's customer loyalty and satisfaction measurement and improvement programs for their business, consumer and partner customer segments. NOTE: 1pm EDT, 10am PDT; click "play" online to listen; call-in to ask a question on the air. (23:20; interview highlighted in article: Energize Your Customer Experience Strategy.00:30:00ClearActionnocustomer experience,employee engagement,customer loyalty,customer satisfaction,customer retention**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Desirree Madison-Biggs, Director of Customer Insight and Measurementhttp://www.blogtalkradio.com/customerexperience/2010/04/08/customer-promise-keeper-trusted-partner-through-emMarketinghttp://www.blogtalkradio.com/customerexperience/2010/04/08/customer-promise-keeper-trusted-partner-through-em/#commentshttp://www.blogtalkradio.com/customerexperience/2010/04/08/customer-promise-keeper-trusted-partner-through-emThu, 08 Apr 2010 16:00:00 GMTCustomer Promise Keeper & Trusted Partner Through Employee Engagement**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Polly Pearson, Vice President of Employment Brand and Strategy Engagement at EMC: How to build passion in the core DNA of your culture to achieve superior customer experience and business results. Every company seems to evolve through a phase of being disconnected from customers; over the past ten years EMC's grand strides in becoming well-known for its close-to-the-customer culture were enabled by company-wide awareness of customer needs, and strong execution of customer experience improvement programs. At EMC, customer-centricity is core to their DNA -- at times, to a fault. Learn about the customer-centricity journey and best practices to adopt in your organization. Through web 2.0 tools, Polly's organization is helping to transform EMC as the ultimate place to work. EMC's engaged people are delivering record results for the business (even in this market) -- inclusive of record revenue. Her organization is located within the group managing EMC's products, customer experience, quality, and marketing. (28:08; this interview is featured in the article: Employee Engagement in Superior Customer Experience.) Mevio {Mevio-df44d696b0fbde8457e21482896839fa} 00:30:00ClearActionnocustomer experience,employee engagement,customer care,customer community,customer satisfaction**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Polly Pearson, Vice President of Employment Brand and Strategy Engaghttp://www.blogtalkradio.com/customerexperience/2010/03/29/employee-engagement-customer-focusMarketinghttp://www.blogtalkradio.com/customerexperience/2010/03/29/employee-engagement-customer-focus/#commentshttp://www.blogtalkradio.com/customerexperience/2010/03/29/employee-engagement-customer-focusMon, 29 Mar 2010 16:00:00 GMTEmployee Engagement & Customer Focus**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Ashley Berg Jensen, Director of Global Employee Engagement at Coca Cola Enterprises: How increasing employee connection and commitment to the company drives customer focus and business performance. Ashley is responsible for measuring the engagement of 72,000 employees globally and designing and implementing strategies to turn employee insights into action across the business. Her organization has facilitated CCE’s journey to increase employee engagement. Coca Cola Enterprises is the largest non-alcoholic bottler in the world. (23:31; this interview is highlighted in the article: Recognize Employees for Improving Customer Experiences.)00:30:00ClearActionnoemployee engagement,customer focus,customer care,customer experience,change management**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Ashley Berg Jensen, Director of Global Employee Engagement at Coca Chttp://www.blogtalkradio.com/customerexperience/2009/12/11/untapped-gold-mines-in-customer-experience-dataMarketinghttp://www.blogtalkradio.com/customerexperience/2009/12/11/untapped-gold-mines-in-customer-experience-data/#commentshttp://www.blogtalkradio.com/customerexperience/2009/12/11/untapped-gold-mines-in-customer-experience-dataFri, 11 Dec 2009 16:00:00 GMTUntapped Gold Mines in Customer Experience Data**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Theresa Kushner, Director of Strategic Marketing Customer Intelligence at Cisco Systems: How to go after the gold in your customer data, avoid fool's gold, and refine your customer data gold to make a difference in your business growth and profitability. Theresa is co-author of the book, Managing Your Business Data: From Chaos to Confidence, which guides managers in how to grow a data culture and make data work for them, balancing the use of hard facts and professional instincts to protect and grow a business. Prior to Cisco, Theresa managed marketing programs at Texas Instruments and IBM. She's listed in Who's Who in B-to-B Marketing, and her team at Cisco received the National Council for Database Marketing Award for Analytics and Modeling, as well as The Data Warehouse Institute Best Practice Award in 2008, for Cisco's new customer intelligence center initiative that integrates customer data for sales, marketing and financial applications. This initiative assisted in correlating over $500 million in customer bookings. (24:40; this interview is highlighted in the article: Customer Experience Data: Untapped Gold Mines.)00:30:00ClearActionnocustomer experience management,customer data integration,customer intelligence,customer profitability,customer retention**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Theresa Kushner, Director of Strategic Marketing Customer Intelligenhttp://www.blogtalkradio.com/customerexperience/2009/12/11/Improve-Customer-Experience-Results-by-Enhancing-OMarketinghttp://www.blogtalkradio.com/customerexperience/2009/12/11/Improve-Customer-Experience-Results-by-Enhancing-O/#commentshttp://www.blogtalkradio.com/customerexperience/2009/12/11/Improve-Customer-Experience-Results-by-Enhancing-OFri, 11 Dec 2009 15:00:00 GMTImprove Customer Experience Results by Enhancing Operations**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Dennis Weikle, Vice President of Customer Care at Virgin Mobile USA, now part of Sprint Prepaid group: how to manage customer sentiment through survey analytics, making operational improvements, and close-the-loop with customers on past issues. While most organizations track customer opinions for customer experience management, some have found that the real value of surveys lies in using the data to identify key issues and drive correction and prevention anywhere in the organization. (21:15; this interview is highlighted in the article: Customer Experience Management Prevents Hassles.)00:30:00ClearActionnocustomer experience management,customer satisfaction,customer retention,customer loyalty,customer service**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Dennis Weikle, Vice President of Customer Care at Virgin Mobile USA,http://www.blogtalkradio.com/customerexperience/2009/11/20/marketing-wins-strategic-clout-by-driving-customerMarketinghttp://www.blogtalkradio.com/customerexperience/2009/11/20/marketing-wins-strategic-clout-by-driving-customer/#commentshttp://www.blogtalkradio.com/customerexperience/2009/11/20/marketing-wins-strategic-clout-by-driving-customerFri, 20 Nov 2009 18:30:00 GMTMarketing Wins Strategic Clout by Driving Customer Experience Management **Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with David Cliche, Vice President of Global Interactive Marketing at Aon: how Marketing executives can elevate their role in the company by owning customer experience management. Historically, various functions have managed CRM and related initiatives, but Marketing is the natural fit for managing customer experience, as an essential strategy to brand management and business growth. Aon is a leading provider of risk management and workforce productivity solutions. Dave's role includes leadership of interactive marketing, CEM strategies, sales operations, corporate communications, marketing research and analysis, and knowledge management. (24:04; this interview is highlighted in the article: Marketing Wins Strategic Clout by Driving Customer Experience Management.)00:30:00ClearActionnocustomer experience management,customer retention,customer loyalty,customer satisfaction,customer service**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with David Cliche, Vice President of Global Interactive Marketing at Aon:http://www.blogtalkradio.com/customerexperience/2009/10/16/using-data-integration-for-a-360-degree-view-of-cuMarketinghttp://www.blogtalkradio.com/customerexperience/2009/10/16/using-data-integration-for-a-360-degree-view-of-cu/#commentshttp://www.blogtalkradio.com/customerexperience/2009/10/16/using-data-integration-for-a-360-degree-view-of-cuFri, 16 Oct 2009 15:30:00 GMTUsing Data Integration for a 360-Degree View of Customer Experience**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Swati Saxena, Customer Intelligence Manager at Hewlett-Packard: how to integrate disparate data sources to paint a more accurate picture of customer experience. Surveys, social media, CRM transactions and other sources provide valuable insights to help marketing, operations, R&D, and strategic planning. But their value is exponential when they are integrated. Find out how to handle a vast amount of data for practical applications and to predict financial performance of customer experience management. (23:15; this interview is highlighted in the article: Customer Experience Data Integration for a 360-Degree View.)00:30:00ClearActionnocustomer data integration,customer experience management,customer relationship,customer retention,customer loyalty**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Swati Saxena, Customer Intelligence Manager at Hewlett-Packard: howhttp://www.blogtalkradio.com/customerexperience/2009/08/24/Customer-Experience-is-the-New-MarketingMarketinghttp://www.blogtalkradio.com/customerexperience/2009/08/24/Customer-Experience-is-the-New-Marketing/#commentshttp://www.blogtalkradio.com/customerexperience/2009/08/24/Customer-Experience-is-the-New-MarketingMon, 24 Aug 2009 20:00:00 GMTCustomer Experience is the New Marketing**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Sean McDonald of Ants Eye View (consulting group helping companies engage in customer collaboration, social media, and community building); recently he was director of Dell's online community. Up to 95% of the customer's evaluation of your brand occurs outside of your sales and service touch-points. Learn by listening, get intelligence on what you should be offering and why, drive action within the company, and stay ahead of competitors in delivering superior customer experience. (25:00; this interview is highighted in the article: Customer Experience Social Media Conversations.)00:30:00ClearActionnocustomer experience,customer engagement,customer service,touch-points,online community**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Sean McDonald of Ants Eye View (consulting group helping companies ehttp://www.blogtalkradio.com/customerexperience/2009/08/12/Customer-Experience-Management-Using-Social-MediaMarketinghttp://www.blogtalkradio.com/customerexperience/2009/08/12/Customer-Experience-Management-Using-Social-Media/#commentshttp://www.blogtalkradio.com/customerexperience/2009/08/12/Customer-Experience-Management-Using-Social-MediaWed, 12 Aug 2009 17:30:00 GMTCustomer Experience Management Using Social Media**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Kimarie Matthews, vice president of customer advocacy and loyalty at Wells Fargo Bank: how to monitor and manage customer experience using social media such as Twitter and the blogosphere. Discover customers' conversations about your brand, turn-around negative sentiment, and build comeraderie for improved customer experience and profitability. (28:55; this interview is highlighted in the article: Customer Experience Management Using Social Media.)00:30:00ClearActionnocustomer experience management,customer experience,customer advocacy,customer loyalty,customer feedback**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Kimarie Matthews, vice president of customer advocacy and loyalty athttp://www.blogtalkradio.com/customerexperience/2009/07/30/10-Tips-for-Innovating-Customer-ExperienceMarketinghttp://www.blogtalkradio.com/customerexperience/2009/07/30/10-Tips-for-Innovating-Customer-Experience/#commentshttp://www.blogtalkradio.com/customerexperience/2009/07/30/10-Tips-for-Innovating-Customer-ExperienceThu, 30 Jul 2009 15:30:00 GMT10 Tips for Innovating Customer ExperienceSharing 10 must-do's for customer experience innovation -- or any innovation intended to derive revenue from customers! Best practices for getting and using the right data from customers, priority-setting, setup for success and creativity.00:15:00ClearActionnocustomer experience management,customer experience improvement,customer experience innovation,innovating customer experience,improving customer experienceSharing 10 must-do's for customer experience innovation -- or any innovation intended to derive revenue from customers! Best practices for getting and using thhttp://www.blogtalkradio.com/customerexperience/2009/06/16/Reactive-vs-Proactive-Customer-Experience-ImprovemMarketinghttp://www.blogtalkradio.com/customerexperience/2009/06/16/Reactive-vs-Proactive-Customer-Experience-Improvem/#commentshttp://www.blogtalkradio.com/customerexperience/2009/06/16/Reactive-vs-Proactive-Customer-Experience-ImprovemTue, 16 Jun 2009 15:30:00 GMTReactive vs Proactive Customer Experience ImprovementInterview with Anu Ranganath, Cisco Systems Global Customer Engagement Program Manager for Quality Initiatives. Customer lifetime value is greater for firms that focus more on proactive customer experience improvement. Why? waste from reactive approaches is reduced and organic up-selling, cross-selling and positive word-of-mouth are increased. (13:00; this interview is highlighted in the article: Customer Experience Management Prevents Hassles.) 00:15:00ClearActionnocustomer experience,customer lifetime value,customer life cycle,customer management,customer retentionInterview with Anu Ranganath, Cisco Systems Global Customer Engagement Program Manager for Quality Initiatives. Customer lifetime value is greater for firms thahttp://www.blogtalkradio.com/customerexperience/2009/05/12/Dealing-With-Difficult-PeopleMarketinghttp://www.blogtalkradio.com/customerexperience/2009/05/12/Dealing-With-Difficult-People/#commentshttp://www.blogtalkradio.com/customerexperience/2009/05/12/Dealing-With-Difficult-PeopleTue, 12 May 2009 15:30:00 GMTDealing With Difficult PeopleCustomer experience is impacted by customer relationship skills for cross-functional internal clients as well as paying customers. Hence, everyone in a firm can help improve customer experience by mastering techniques for dealing with difficult people. - Adopt 7-step habit to be more proactive. - 4 methods to manage resistance. - 4 interaction styles & on-the-fly adjustments to bridge communication gaps. See also www.ClearAction.biz/skill-building00:15:00ClearActionnocustomer service,customer experience,service skills,customer relationship,customer complaintsCustomer experience is impacted by customer relationship skills for cross-functional internal clients as well as paying customers. Hence, everyone in a firm canhttp://www.blogtalkradio.com/customerexperience/2009/04/28/Team-Recognition-20-Key-to-Employee-EngagementMarketinghttp://www.blogtalkradio.com/customerexperience/2009/04/28/Team-Recognition-20-Key-to-Employee-Engagement/#commentshttp://www.blogtalkradio.com/customerexperience/2009/04/28/Team-Recognition-20-Key-to-Employee-EngagementTue, 28 Apr 2009 15:30:00 GMTTeam Recognition 2.0: Key to Employee EngagementThis is the era of two-way conversations enabled by technology, with anyone, anywhere, anytime. Typical recognition programs are one-way communication from management. A two-way communication process engages employees: *Taps into employee perspectives about noteworthy achievements. *Enables real-time documentation of initiative progress. *Allows various management levels to have visibility into teams' journeys. *Provides executives with opportunities to give constructive feedback to make team achievements even more significant and far-reaching. (9 minutes)00:15:00ClearActionnoteam,recognition,performance,employee engagement,customer experienceThis is the era of two-way conversations enabled by technology, with anyone, anywhere, anytime. Typical recognition programs are one-way communication from manahttp://www.blogtalkradio.com/customerexperience/2009/03/31/4-KPI-Tips-to-Improve-Customer-Experience-BusinessMarketinghttp://www.blogtalkradio.com/customerexperience/2009/03/31/4-KPI-Tips-to-Improve-Customer-Experience-Business/#commentshttp://www.blogtalkradio.com/customerexperience/2009/03/31/4-KPI-Tips-to-Improve-Customer-Experience-BusinessTue, 31 Mar 2009 15:00:00 GMT4 KPI Tips to Improve Customer Experience & Business ResultsKey performance indicators are often in-actionable or disconnected from ultimate goals. Keep customer experience initiatives on track with 4 practical steps to empowering people with the right metrics, guiding great outcomes for your business.00:15:00ClearActionnoKPIs,performance,customer,experience,metricsKey performance indicators are often in-actionable or disconnected from ultimate goals. Keep customer experience initiatives on track with 4 practical steps tohttp://www.blogtalkradio.com/customerexperience/2009/01/15/When-Bad-News-is-Good-News-Customer-FeedbackMarketinghttp://www.blogtalkradio.com/customerexperience/2009/01/15/When-Bad-News-is-Good-News-Customer-Feedback/#commentshttp://www.blogtalkradio.com/customerexperience/2009/01/15/When-Bad-News-is-Good-News-Customer-FeedbackThu, 15 Jan 2009 17:00:00 GMTWhen Bad News is Good News: Customer FeedbackHow to embrace customer complaints and low survey ratings as essential ingredients to improving customer experience: closed-loop communication, survey response rates, word-of-mouth marketing, and profit growth.00:15:00ClearActionnocustomer service,customer experience,complaint management,customer retention,customer satisfactionHow to embrace customer complaints and low survey ratings as essential ingredients to improving customer experience: closed-loop communication, survey response