"Voice of the Customer Radio" - Execs In the Know

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It is a well accepted truism that before using social media interaction, you must first listen - and listen carefully. First generation social monitoring provided more raw data than actionable information, and was initially focused on gathering marketing and competitive intelligence. Social Media Monitoring (SMM) has become mission critical, and with an arguably low entry barrier from a technology (if not scalability) standpoint, the burgeoning vendor community has not only responded with...

Focusing on your company’s “Customer Experience” is so much more than the latest industry trend or program of the month. Improving an organization’s customer experience can also put more dollars on your bottom line. Often, customer experience leaders lament the challenge of competing with other functions for a company’s limited investment dollars and coming up short. The reason? Executive Leadership may proclaim the benefits of investing in customer experience to be too intangible for real...

Overview: A majority of organizations are using some sort of community based support model or have considered doing such. The question is, are you seeing the results and cultivating real relationships with your customers? It is known customer communities can be an incredible source of support, for both your customers and your organization. In this episode, I have invited Michael Pace (Customer Support & Community Management Executive) to join myself on Voice of the Customer Radio to...

Branded Dialogues: Bridging the Gap Between Brand Promises and Customer Experience Expected Outcomes Include: Recognizing the gap between brand image and customer experience Review of common pitfalls in organizations Relieving the tension between efficient delivery and experience Examples to best practices -- Leaders in the field Measuring experience as well as performance How to improve communication between Marketing and Operations How to "Brand Train" agents Bruce's Bio Bruce Lebowitz...

Title – Leveraging “Customer Insights” and “Real Time” Decisioning for Customer Success Expected Outcomes: Using real-time decisioning to guide customer interactions across multiple channels Applying business intelligence and analytics to customer interactions How companies can access customer information with little or no access What quantifiable results should you expect if implementation is made with real-time decisioning What are the organizational obstacles to getting real-time...