InMoment XI
JUNE 27, 2011
Listen to what leading VOC practitioners Arkadi Kuhlmann of ING Bank and Jim Bampos of EMC Corp. are saying and what led to their success(es) in this interview on BlogTalk radio. Then tune in to Allegiance Radio on BlogTalk radio each week. It's a fun way to engage, learn and share best practices for success.
Customers Rock!
JUNE 26, 2011
A friend of mine has been a member of a particular airline’s frequent flier program (we will call this major US airline, AirlineX) for a number of years. He even has a credit card linked to that account to help accrue points. This friend had earned enough miles for a free trip to Europe but hadn’t been able to fly AirlineX for awhile since his company now required him to fly the cheapest option (which this airline never was).
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Win the Customer
JUNE 28, 2011
Recently the following question was posed: “As a manager, is it important to address your team when someone leaves the company?” The answers varied based on the individual offering the answer and it generally told a lot about that individual, their corporate background, age, and professional experience. The landscape of how businesses and managers operate with employees and customers has changed.
Very Best Service
JUNE 30, 2011
'Can the passage of time improve customer service ? Some wines have the ability to get better with age but let us not forget that they need to be kept in perfect condition, monitored to assess their balance and sometimes remedial action needs to be taken. Customer service presents a similar degree of complexity to the extent that the environment can change rapidly and everyone''s taste can be substantially different.
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InMoment XI
JUNE 27, 2011
Listen to what leading VOC practitioners Arkadi Kuhlmann of ING Bank and Jim Bampos of EMC Corp. are saying and what led to their success(es) in this interview on BlogTalk radio. Then tune in to Allegiance Radio on BlogTalk radio each week. It's a fun way to engage, learn and share best practices for success.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Brad Cleveland Blog
JULY 1, 2011
Some believe we are seeing the emergence of the greatest consumer movement in history. I agree. Studies suggest that the vast majority of consumers now use search engines and sites such as the [link] to review the comments of other customers before making brand or product decisions.
InMoment XI
JUNE 27, 2011
Listen to what leading VOC practitioners Arkadi Kuhlmann of ING Bank and Jim Bampos of EMC Corp. are saying and what led to their success(es) in this interview on BlogTalk radio. Then tune in to Allegiance Radio on BlogTalk radio each week. It's a fun way to engage, learn and share best practices for success.
Service Untitled
JUNE 27, 2011
Southwest Airlines topped all of their rivals again in the American Customer Satisfaction Index produced by the University of Michigan’s Ross School of Business. Whereas the average for competitive airline competition scored in the 65 percent ranging (dropping by 1.5 percent) on a 100 point scale, Southwest scored an 81, and it’s the 18th straight year they’ve been at the top.
Brad Cleveland Blog
JULY 1, 2011
Some believe we are seeing the emergence of the greatest consumer movement in history. I agree. Studies suggest that the vast majority of consumers now use search engines and sites such as the [link] to review the comments of other customers before making brand or product decisions.
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Brad Cleveland Blog
JUNE 30, 2011
Making the right decisions requires both intuition and discipline. Although you can’t boil leadership – that’s of course what we’re really talking about – down to a simple checklist, there is something powerful about focusing on the things that matter most. So… what to do now?
Brad Cleveland Blog
JUNE 30, 2011
Making the right decisions requires both intuition and discipline. Although you can’t boil leadership – that’s of course what we’re really talking about – down to a simple checklist, there is something powerful about focusing on the things that matter most. So… what to do now?
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