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

execsintheknow

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

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

execsintheknow

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About Us

Become a follower of "Voice of the Customer Radio" every two weeks as we feature stand out executives who represent the mandate of their customer experience and customer service strategies.Listen to all our archive shows. Rated some of the best content on radio.

Latest Episodes

Social Media Monitoring: Best Practices 2014

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 many product and service offerings, but has itself been experiencing turmoil with many mergers and acquisitions.In this episodeyou will learn about the current state of the art of SMM, top trends, which criteria should be considered when making purchase decisions, and how the major incipient trends will affect you in the 3 areas covered in the Social Care section of the Execs In The Know 2013 Customer Experience Management Benchmark Study:(Download the 2013 Study at www.bit.ly/EITK-CX-2013)Tony van ...

42 MIN2014 APR 18
Comments
Social Media Monitoring: Best Practices 2014

The True Impact of CX on your Business

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 and substantial returns on the investments made. We think otherwise. As customer experience leaders, we’re challenged to clearly state the case for investments that are more than cost reductions or efficiency improvements. Investments in CX increase customer satisfaction and loyalty as well. A recent study by Watermark Consulting found that Customer Experience leaders realize 43% total cumulative return versus 15% for the S&P 500 and -34% for Customer Experience Laggards. Topics discussed in...

38 MIN2014 MAR 22
Comments
The True Impact of CX on your Business

Communities for Customer Support and Engagement

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 discuss “Community”.Objectives: Learn about communities and community management for all levels of the enterprise Uncover the tremendous benefits of this unique “self” service tool Step by step assessment guide on how to get started Technical options available for youQuestions to Reviewed: What is a community or support community? And how are they beneficial/ How do they impact engagement? C-Sat? Reducing Costs? Driving top line growth? How did you get involved in communities? Where do you start? Onc...

57 MIN2013 MAR 16
Comments
Communities for Customer Support and Engagement

Branded Dialogues: Bridging the Gap Between Brand Promises a

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 is an experienced marketing strategist with expertise in creating compelling conversations. With over 20 years of experience in both the consulting and client sides, he has solved problems and created successful programs for many Fortune 500 companies. Working in the space between creating great brands and developing effective customer dialogues, Bruce works closely with marketing and operations staff to create programs that delivers excellent customer experiences. Most recently, Bruce has managed a...

61 MIN2012 OCT 20
Comments
Branded Dialogues: Bridging the Gap Between Brand Promises a

Leveraging “Customer Insights” and “Real Time” Decisioning

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 decisioning up and running Example of best practicesFeaturing: Jo Ann Parris Principal, The Parris Group Formerly Vice President - Vertical Solutions Marketing at Convergys Bob Moore -Independent Consultant Formerly Director of Marketing at ConvergysEpisode: • Friday October 5th 12:00pmEST - 1:00pmEST • Call-in Number: (323) 679-0913

58 MIN2012 OCT 6
Comments
Leveraging “Customer Insights” and “Real Time” Decisioning
the END

Latest Episodes

Social Media Monitoring: Best Practices 2014

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 many product and service offerings, but has itself been experiencing turmoil with many mergers and acquisitions.In this episodeyou will learn about the current state of the art of SMM, top trends, which criteria should be considered when making purchase decisions, and how the major incipient trends will affect you in the 3 areas covered in the Social Care section of the Execs In The Know 2013 Customer Experience Management Benchmark Study:(Download the 2013 Study at www.bit.ly/EITK-CX-2013)Tony van ...

42 MIN2014 APR 18
Comments
Social Media Monitoring: Best Practices 2014

The True Impact of CX on your Business

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 and substantial returns on the investments made. We think otherwise. As customer experience leaders, we’re challenged to clearly state the case for investments that are more than cost reductions or efficiency improvements. Investments in CX increase customer satisfaction and loyalty as well. A recent study by Watermark Consulting found that Customer Experience leaders realize 43% total cumulative return versus 15% for the S&P 500 and -34% for Customer Experience Laggards. Topics discussed in...

38 MIN2014 MAR 22
Comments
The True Impact of CX on your Business

Communities for Customer Support and Engagement

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 discuss “Community”.Objectives: Learn about communities and community management for all levels of the enterprise Uncover the tremendous benefits of this unique “self” service tool Step by step assessment guide on how to get started Technical options available for youQuestions to Reviewed: What is a community or support community? And how are they beneficial/ How do they impact engagement? C-Sat? Reducing Costs? Driving top line growth? How did you get involved in communities? Where do you start? Onc...

57 MIN2013 MAR 16
Comments
Communities for Customer Support and Engagement

Branded Dialogues: Bridging the Gap Between Brand Promises a

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 is an experienced marketing strategist with expertise in creating compelling conversations. With over 20 years of experience in both the consulting and client sides, he has solved problems and created successful programs for many Fortune 500 companies. Working in the space between creating great brands and developing effective customer dialogues, Bruce works closely with marketing and operations staff to create programs that delivers excellent customer experiences. Most recently, Bruce has managed a...

61 MIN2012 OCT 20
Comments
Branded Dialogues: Bridging the Gap Between Brand Promises a

Leveraging “Customer Insights” and “Real Time” Decisioning

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 decisioning up and running Example of best practicesFeaturing: Jo Ann Parris Principal, The Parris Group Formerly Vice President - Vertical Solutions Marketing at Convergys Bob Moore -Independent Consultant Formerly Director of Marketing at ConvergysEpisode: • Friday October 5th 12:00pmEST - 1:00pmEST • Call-in Number: (323) 679-0913

58 MIN2012 OCT 6
Comments
Leveraging “Customer Insights” and “Real Time” Decisioning
the END
hmly
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