Tag Archives: customer 1 blog

Call for Bloggers: Attend NACCM Customers 1st 2009 on Us!

That’s right, we’re offering a few exclusive all-access complimentary passes to NACCM Customers 1st 2009 ‘ November 2-5 in Phoenix, AZ – and you could attend the conference ‘ on us ($3,000+ value). We’re looking for experienced bloggers who are well-versed in customer management to begin blogging now and also at this year’s event. In return for your posts, you’ll be able to attend educational sessions and training seminars delivered by industry thought-leaders and corporate practitioners on the content areas of customer centric leadership, social media, loyalty, operational excellence, customer experience and more. Network and engage with speakers from JetBlue Airways, Disney, Dell, Cigna, FedEx, Southwest Airlines, Zappos.com and so many more at this exciting customer strategy event.

To apply to be a guest blogger, simply send your name, title, company and a few writing samples (a link to your blog is recommended) to our conference producer, Amanda Powers at apowers@iirusa.com no later than Oct. 15th. We will review the submissions and contact all winners directly with more details. This opportunity doesn’t come often and we encourage you to apply and join us next month in Phoenix.

For more information about the event, please follow the links below:

For more on the NACCM event, visit the website:

Download the Brochure: http://bit.ly/4tXu9R

Remember, as a member of our NACCM Customers 1st LinkedIn group, you’re eligible for a 20% discount off the standard conference rate.

NACCM 2009

Medical Tourism and Customer Service

Tonya Walton, is the founder of Blue Morpho Medical Travel, she represents Gooch and Associates as Manager of Latin American Business Development. In a recent article posted on Medical Tourism Magazine, Walton discusses the need for understanding what your customers think. Though Walton is an expert in medical tourism, we found her customer service insights to be particularly relevant for our Customer 1st audience.

Walton offers five tips and techniques for successful customer service and customer experience:

  • Feedback is the Breakfast of Champions
  • Is a Satisfied Patient (Customer) Good Enough?
  • Processes, People, Trust and Loyalty
  • How Do I Get Feedback?
  • Communicate the Results

We encourage you to check out Tonya Walton’s thoughts. What else is imperative for successful customer service and customer relationships?

Dish Network Disses Own Service; Stock Soars

Ideally, companies should tout how much better their customer service is over the competition; however, that wasn’t the case with The Dish Network. According to TheStreet.com, here’s what Dish had to say in its self-evaluation: “We have not always met our own standards for performing high-quality installations, effectively resolving customer issues when they arise, answering customer calls in an acceptable timeframe, effectively communicating with our subscriber base, reducing calls driven by the complexity of our business, improving the reliability of certain systems and subscriber equipment and aligning the interests of certain third-party retailers and installers to provide high quality service.”

With the news of The Dish Network’s self depreciation, their stocks soared.

What theories do you have on how this may affect their customer service moving forward?

Microsoft’s Tellme Unveiling Upgrades In Speech Services

According to Investors.com, Microsoft’s Tellme service just had the operation’s best quarter because its functionality saves businesses time and money when it comes to customer service. On Wednesday, the company announced new enhancements to the system including improvements to its speech recognition and customer assistance technologies. “There’s lots of opportunity for better customer service and better caller experience, and that combined with decreasing costs is a very compelling value proposition,” said Jamie Bertasi, senior director of Tellme business solutions.

How have you seen Tellme become a success? Does its implementation in a company’s customer service infrastructure really save time and money? We’d like to hear your thoughts.

Verizon’s Online Community Forums

In a press release issued today, Verizon said that its new online community forums have proven to be a great place for customers to connect about service issues and even to reach the customer service department. According to the release, one of the growing base of super users is Justin McMurry of Keller, Texas, who describes his involvement as growing from a natural interest in Verizon’s FiOS TV and FiOS Internet services. Formerly a technical support expert for many years at a major technology company, McMurry said he enjoys solving problems and answering questions for others who visit the Community Forums in search of real-time feedback from fellow customers.

Are online forums a passing fad or here to stay?

Twittering Your Customer Service Woes

According to NYTimes.com, Salesforce.com, the Web-based customer relationship management service that says it has more than a million subscribers, has legitimized the tweet as a cry for help by incorporating Twitter into its system. Now, when customers gripe on Twitter, Salesforce can automatically log a support request, and then post a human response back onto Twitter. Zappos, and Comcast are just a few of the companies using Twitter for customer service. Do you think more companies will follow suit? We’d like to hear your thoughts.

5 Recession-Busting Customer Service Strategies

Christopher Musico of DestinationCRM.com, reports that the one thing that happens in a downturn is that everyone is focused on keeping customers,” explains Natalie Petouhoff, senior analyst at Forrester and co-author of the report “The Economic Necessity of Customer Service.” “Don’t you spend on advertising? Of course you do, and it costs money — but it has value if it’s done well. The same goes for investment in customer service.”Petouhoff’s 5 Recession Busters: make self-service work across all channels;
be proactive about chat;
invest in online social-networking communities;
explore unified communications (UC); and
empower sales agents with co-browsing tools. What do you think? Could you add a few more to the list?

Wachovia ranked first for customer service

Its not often that a large corporation, so poorly managed receives awards for customer service–perhaps something was right after all. Wachovia, who has recently been purchased by Wells-Fargo, has received top ranking among U.S. banks in the American Customer Satisfaction Index. According to Birmingham Business Journal, although Wachovia led the banks for customer service in the last eight years, its score fell to 76 from 79 in 2007. The bank scored 79 in 2005 and 80 in 2006, on a 100 point scale.
Can customer service be outstanding even when business is failing?