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Social CRM: An Idea Whose Time has Come?

Customers Rock!

Social Media CRM, or Social CRM, is getting a lot of air time these days. But where does it fit? Today’s post is by Laurie Shook. Laurie is a technology marketer creating solutions that help people communicate and collaborate more effectively. When not blogging, on Twitter, or on Facebook, she is marketing WikiThreads , her small business featuring Dallas t-shirts and logo embroidery. Laurie.

5 Point Versus 11 Point Scales – Part 2


In my last post , we looked at the correlation between 5pt and 11pt scales over time. We saw that they were very well aligned in how they changed together. However, an average score is not a complete picture


Call Center Leaders Must Step Up to Boost Call Center Performance

Pretium Solutions

One of the many incidents that inspired me to start my own company took place when I directed training inside a large telecom company. One day, the regional call center director of our company, I’ll refer to him as “Dave”, called me into his office. Jack,” he said, “there’s a problem with the new hire training.”. His declaration surprised me. Okay, what’s the problem?” I asked Dave.

Where Does Customer Experience Management Fit in an Organization?

Customer Input

Customer experience is a multichannel, cross-departmental concern and while every department in the company affects the customer experience, the role of managing it should belong be a new, separate function with leverage across the organization. Articles Customer input Journal Featured Customer Experience CXO Organizational Structure

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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9 Ways PSIM Can Help Companies Cope with Security Growing Pains

Customer Interactions

Some companies grow the old fashioned way (organically). Others expand their footprint through mergers and acquisitions. Either way, companies can face “growing pains” when it comes to managing security operations. For example, companies that grow organically tend to add physical security systems with each changing of the guard, as new management comes in. More often than not, acquired companies arrive with their own set of preferred security systems, policies and procedures, making for a less than harmonious union with their new parent company. Security Situation Management

Does Having a Net Promoter Score Really Net You Anything?

CX Chronicle

It seems that NPS or Net Promoter Score is a very popular customer metric to have and to brag about these days, but what does is really mean or what does it tell you that are both useful and action-oriented? First of all, it''s a metric, and a calculated metric at that. As a metric it''s also simply a number. Today''s temperature is a number. The Dow Jones daily average is a number. The latest Olympic achievement involves a number. We''re surrounded by numbers and, in that regard, NPS is in good company. Let’s dissect NPS a bit more. As I said, it’s calculated metric. Not necessarily.


Perspective Counts.

Annie Tsai

A small tweak in perspective can go a long way. A few years ago I found myself in a rut. After catching up with a mentor, I took her advice and started looking at projects as building blocks as opposed to stops a train makes on its way from Point A to Point B. In […]. Customer Experience Management Personal

Customer-Obsessed Service

Customers Rock!

Social media has pushed customer service to the forefront for many organizations. Responses are often faster in social media than they are in traditional service channels, since social media makes everything extremely visible. In my book , I talk about Killer Customer Service. Another way to think about this is as Customer Obsessed Service. Expectations. I’m sooooo annoyed. Employees.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Customer Experience Food for Thought

Customers Rock!

I want to eat there! As many of you know, I have been doing quite a bit of traveling lately, speaking about my book and sharing the Customers Rock! message all over the world – most recently in Bogota, Colombia! As most travelers are aware, the customer experience is especially important when you are away from home; it becomes something we are truly living. Very convenient for their patrons!

Lithium’s Customer Heroes

Customers Rock!

I recently attended the 2012 Lithium Network Conference (LiNC for short) in San Francisco to hear about the latest and greatest from Lithium Technologies as well as from thought leaders such as Brian Solis , photo left, who shared about Digital Darwinism from his new book The End of Business as Usual. I have attended two of these events in the past – as a Lithium customer (Verizon). Heroes.

A brief encounter in a coat rack.


An everyday example of brand-love, I feel, often sits better than a luxury example such as, maybe, Aston Martin or Sunseeker. And not only because I don’t own either an Aston or a sleek ocean-going cruiser – although I am open to freebies. My example concerns clothing. Outdoor clothing to be precise. For a decade. View Article

Why Call Center Training, By Itself, Doesn’t Work

Pretium Solutions

I know this may sound strange coming from a principal of a company that provides call center training around the globe. However, my colleagues and I truly believe 100% in the following statement: Call center training, by itself, doesn’t work. Training call center agents in a set of soft skills does very little to actually increase customer satisfaction and customer loyalty scores.

Are Your Technology Decisions Killing Your Customer Experience?

Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.

Using Story to Weave Emotionally Engaging Customer Experiences

Customer Input

Using the power of storytelling, organizations can create not only more seamless cross-departmental interactions, but create more emotionally engaging customer experiences. Articles Customer input Journal Featured Customer Experience Customer Experience Lifecycle Experience Design Interaction Narratives Psychology Touch-points

Building a business culture to deliver the best customer service

Service Untitled

A strong business culture that is aligned with superior business goals outperforms their competitors by light years. These are the organizations who have figured out how to delight their customers and even make them smile. After all isn’t the Zappos’ motto “powered by service” incredibly motivational which delivers a message of trust and reliability?

Customer service: should you blow your own trumpet?

Very Best Service

With the increasing emphasis on customer service , more and more companies claim that they offer a very good service, the very best service even. But is it wise to blow your own trumpet? An alternative course is to let the customers do the talking and use forums, social media platforms and the many other tools available to ensure that the positive feedback is noticed by many.

Clearing the fog of confusion between PSIM and VMS

Customer Interactions

I returned from TechSec 2012 in Delray Beach, FL about a week ago. The conference attracted a great audience, evenly balanced between end users, consultants and integrators. Martha Entwistle kick-started our TechSec session on "PSIM, PSIM-Lite and VMS - Solving Problems outside the Acronym Box." I presented the essential concepts, but my guest panelists brought those concepts to life with genuine vendor-neutral case studies. I thought the session was going to be controversial and trigger a heated and emotional debate and it sure did. Security Situation Management Video Solutions

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

Measuring the Impact of Social Media

Customers Rock!

This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post “ Calculating the ROI of Social Media ” to check out the full list of posts from numerous well-known social media thought leaders. There are many ways to measure the success of social media at an organization. On occasion, we see true ROI calculated from social media initiatives.

Using Social Media to Build Relationships

Customers Rock!

A lot of businesses love social media because they feel it helps them spread the word about their organization and what they do. And it does. However, I strongly feel one of the most effective uses of social media is to build and deepen relationships with customers – be they consumers, clients, donors, or constituents. I predict this will be a big focus for social media in 2012. No, really.

An Essential Customer Service Skill – Listening for Understanding

Pretium Solutions

Mature communicators will listen with active interest! In order to listen with active interest, there are four key essential elements you must use to listen for complete understanding of your customer. All these elements help ensure you hear your customer and let’s your customer know you are hearing what he or she is saying. Pay attention. Give the customer your undivided attention and acknowledge the message. Recognize that what is not said also speaks loudly. As a listener, your role is to understand what is being said. Defer judgment. Respond Appropriately.

How to Create a Customer-Centric Organization

Pretium Solutions

The goal of any professional sports team is always to win the ultimate prize. As many of us saw this past weekend, in American football, the ultimate prize is the Super Bowl. In European football, it’s the World Cup. In baseball, it’s the World Series. Creating a customer-centric organization requires the very same spirit, the very same drive. What does one common service vision mean? .

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

How Many Angry Customers Are You Creating at $15 Each?

Pretium Solutions

John Burton, a Director of Product Management on the CRM Team at SAP, posted an article yesterday entitled “ Uh, Oh! Call Center Reps Gone Wild! ” In it, John writes rather colorfully about the apparent lack of balance in many organizations between efforts to create great customer experiences , on the one hand, and enforcement of corporate policies and procedures, on the other.

On Kitties and Customer Experience…Making Things More Human


Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Needless to say we had many “service experiences” along our way. It’s always interesting to me how. View Article

7 Essentials for Your Customer Service Initiative

Pretium Solutions

Recently, one of our long-time professional friends asked us for guidance and suggestions about a customer service initiative which had been rolled out the previous year throughout his organization. His company, an equipment manufacturer, is a global industry leader in a variety of product lines. They enjoy a #1 or #2 ranking in most of the markets in which they compete.

Lessons in Customer Experience From a Hair Salon

Customer Input

What organizations of any size and in multiple industries can learn in customer experience from a simple hair salon service story. Blog Customer input Journal Customer Experience

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

Getting back to the basics of effective customer service

Service Untitled

In one of the most successful self-help books, The 7 Habits of Highly Effective People , author Stephen Covey identifies the elements truly effective people use regularly as tools towards their success. Might we just build trust and more satisfied customers by getting back to basics, and using proven methods of success? Here are Covey’s habits as explained in his book. photo by: Wootang01.

Olympics: Does your customer service deserve the gold medal?

Very Best Service

Olympic Motto and customer service: If you wish to reach Customer Service Excellence why not simply adopt the Olympic Motto: “Citius, Altius, Fortius” (1) (1) Often translated as “Swifter, Higher, Stronger”. customer service customer service excellence Olympic motto

My Vision of the PSAP of the Future

Customer Interactions

As an industry, 9-1-1 is on the threshold of some big changes. NG9-1-1 and consolidation are two. But those aren’t the only trends that will shape the PSAP of the future. Let me share my vision with you. Every week, I read about more and more municipalities undertaking or expanding city-wide video surveillance initiatives. Of course, the focal point for these programs is typically the city surveillance center. But it’s my belief that the surveillance center needn’t be the sole beneficiary. For instance, let’s say a call comes into 9-1-1 to report a crime in progress.