Tag Archives: customer service conference

Customers will pay extra for outstanding customer service

Customers are willing to pay extra for outstanding customer service. That’s what a recent survey by fifth annual Customer Experience Report reported this week. BusinessNewsDaily reports, that the survey revealed three main reasons consumers stop doing business with companies were rude staff, issues weren’t resolved quickly, and unknowledgeable staff.

More than four-fifths of consumers have quit doing business with a company as a result of a negative experience, and three-quarters of them never return, according to the report.

Check out the original article here: Top 3 Ways to Annoy Your Customers

What industries do you think think customers see the most benefit of paying extra for outstanding service?

Call for Guest Bloggers for NACCM 2010

Earn a complimentary All-Access pass to NACCM 2010, the premiere event for peer-to-peer sharing, leadership building sessions, and legendary storytellers providing you with the inspiration and empowerment to make a difference. NACCM balances practical content you can take action on, unique experiences that reinvigorate, and big-name keynotes that inspire- all while stressing the importance of keeping the customer at the center of every business decision. As a guest blogger at NACCM 2010, you’ll have access to the amazing speaking faculty, authors, academics PLUS network with a diverse group of fellow attendees. With three track sessions, networking hours and The Walt Disney World Location ‘ you’ll learn and have a great time and this premier event.

NACCM
October 25-27, 2010
Walt Disney World Dolphin Resort
Orlando, FL
Event: http://bit.ly/NACCM2010_Bloggers
Brochure: http://bit.ly/NACCM2010_Brochure

Responsibilities will include attending specifically assigned sessions and blogging live or same day. You must have industry experience within the customer service field. In exchange for guest blogging, you will receive an all-access pass to the event $3,000+ value. Guest bloggers are responsible for their travel and lodging.

Apply today by sending your name, company, biography and links to your blog directly to NACCM 2010 Online Producer, Melissa Sundaram. Deadline for submissions is Friday, October 15, 2010 at 12pm EST. Early submissions encouraged.

Angry customers can add value to your business

As we work to provide customers with the best possible experience with our product or store, it can be frustrating when a customer approaches us angrily with a complaint. The customer is frustrated, too and it’s partly as a result for their interaction with your good or service. But angry customers can be a welcome change as they may bring up issues that you thought were fine. TheSocialCustomer.com has a great article today on this subject and we encourage you to check it out. Chuck Dennis writes, “you should want to be hassled by your dissatisfied customers! You need to know what irked them, so you can resolve it and not do it again. You need to know how upset they are, so you can make it up to them in a way that will help rebuild their trust. You think I am being dramatic here? I am not. Every customer is precious. Stay in front of them!”

How have customer complaint helped you improve your product or service?

Register for NACCM by this Friday and Save $100

There’s still time to Save $100 off the registration fee – Register by THIS FRIDAY, October 1st.

We’re so excited about the 2010 NACCM storytellers and their amazing customer initiatives, that we just couldn’t wait until the event to give you a sneak peek! This week we’re highlighting Gina from Best Buy (who will be taking part in the Breakfast of Champions at 9:00 on Wednesday, October 27th). For the full list of speakers, click here.

Gina Debogovich
Best Buy
Under Gina’s leadership as the Senior Manager of Communities and Social Media Strategies, Best Buy has positioned itself as the leader in the technology retail space in part because the company isn’t afraid to take risks with new customer support platforms.

That means making social media a priority as a customer experience tool, instead of considering it an afterthought for someone to do in their spare time.

The company’s original goal for its online activities was to decrease customer support calls into the call center and reduce expenses. But new benefits soon emerged. More than 60% of forum posts are product discussions, something Gina saw as an opportunity to increase and influence customer spending. In addition, social media platforms help build retention and loyalty, and the user comments help Best Buy gain new insight into the customer experience. “Every contact is an idea”, she says.

Download the brochure for full conference details.
Register Today & Save!

Customize your Experience – Mix and match sessions geared to Leadership, Company Culture & Employee Engagement or Crowdservicing & Customer Experience. View the agenda-at-a-glance for an overview of everything NACCM.

Second-to-None Customer Service! Making the conference a success for you is the goal of the entire team at NACCM. Not sure where to start? Simply the download the conference brochure and review the sessions – still have questions? Contact our event concierge, Alexandra Pagano at MyNACCM@iirusa.com

Just Announced: VP of In-Flight Customer Experience at JetBlue Speaking at NACCM 2010

Vicky Stennes
Vice President, In-Flight Customer Experience,
JetBlue Airways

How did the friendly skies get so unfriendly?

We all heard about the recent stories involving the JetBlue flight attendant and the outpouring of empathy toward his actions. As usual, JetBlue was very quick to address the situation- which is what customers have come to expect from the company, which was ranked ‘Highest in Customer Satisfaction Among Low-Cost Carriers in North America’ by J.D. Power and Associates just two months ago.

In light of this incident, we are pleased to announce the newest speaker addition to the NACCM 2010 agenda, Vicky Stennes, Vice President, In-Flight Customer Experience, JetBlue Airways.

JetBlue obviously invests in their customers- Now is the time to invest in yours. It all starts at NACCM.

Need some extra ammunition for getting approval? We’re here for you. There are reasons people come back to NACCM each year for all their customer focused needs…

Access to the 2009 Executive Summary
Gain access to the 2009 Executive Summaries from NACCM, Customer UNinterrupted and Linkage Strategies. Opt-in here with your contact information and we’ll provide you with the key learnings from 2009 that you can present to management.

Validating the Value
Consider these AVERAGE costs (and consider these departmental budgets an alternative place to fund your conference investment). NACCM is actually a great cost saver. See the average costs below and then you do the math. NACCM provides incredible business value for a fraction of the spend.

‘ Acquiring a new client costs between $500 and $5000, depending on business type and product
Click here for more information on the special Loyalty & Social CRM Summit, dedicated entirely to helping you KEEP your exiting customers (with a special focus on the new ways they want to be communicated with online).

‘ Average Research Project: $10,000
NACCM unveils the latest research and showcases it through case studies on how to apply these findings for business REULTS.

‘ Visiting Three Clients: $4,500
NACCM has become the recognized meeting place for the key players in specific segments to come together year after year.

‘ Executive Master’s of Business Administration Programs can range from $45,000 to $100,000
NACCM provides PRACTICAL executive education by focusing on real stories from true business leaders who have tackled issues head-on. Featuring over 70 sessions in just 3 days. PLUS – don’t miss a special training from the Disney Institute. View the full agenda here.

‘ Benchmark Report: $3,500. Cross-Company Benchmark Project: $60,000 – $100,000
NACCM is renowned for bringing together diversity…benchmark yourself across various criteria alongside competitors and industry leaders. View the cross-industry speaking roster.

‘ Product Failure: $100,000
NACCM is the leading platform for sharing what works and what doesn’t. Learn from the failures and successes of others and save yourself, your team and your company resources, time and tears. Click here for more on keynote Joey Fitts’ presentation on “Drive Business Performance: How Leaders Enable a Culture of Intelligent Execution”.

We hope to see you in Orlando this October.

NACCM 2010 – October 25-27, 2020 – Orlando, FL

Verizon Asks Less of Their Customers and More from Their Technology

Join Judith K. Ferrell, Group Manager, Verizon Online Support & Customer Service, for her presentation, “The Art of Personalization in Online Support: Verizon Asks Less of Their Customers and More from Their Technology” at Customer UNinterrupted at 2:20pm on Monday, October 25th.

Learn how to improve your customer’s self-service experience through personalization. Take the work away from your customers and make technology do the work for you! Know who your customer is and provide support that is specific to their products and services. We know a lot about our customers – let’s use this
knowledge to simplify their self-service experience and raise customer satisfaction.

‘ Learn the steps to achieve personalization in support
‘ Learn the tools used for personalized self-service
‘ Learn how to create a seamless customer experience
‘ Learn how to measure your success

We hope to see you in Orlando
!

Save $300! Register for Customer UNinterrputed by Friday, August 13!

Deadline Extended! Call for Submissions: Achieving Customer Relevance, the destination those looking to understand how to reach targeted life styles a

Achieving Customer Relevance
Strategies for Connecting Lifestyles within Life Stages
May 10-12, 2010
Chicago, IL

The Institute for International Research is excited to announce that production of the Achieving Customer Relevance conference is underway. We will be reviewing presentation submissions until September 21st ‘ space is limited so please submit your ideas TODAY! This three-day event is the destination those looking to understand how to reach targeted life styles and stages. From the segmentation to the marketing, explore best practices for pinpointing innovative ways to deeply connect with profitable segments, growing segments and new segments to maximize lifetime value and achieve sustainable growth.

Your Opportunity
We are currently recruiting corporate practitioners to share unique ideas, perspectives and case studies related to future trends. Got a good story to tell? Have a provocative perspective that needs to be shared? I’m interested in hearing from you.

Session topics include but are not limited to:
‘ Transition in Life Stage: How Your Customer Evolves
‘ Breaking into New Life Stages without Alienating Your Consumer Base
‘ Products Across Life Stages- Which Ones Succeed and Why?
‘ Common Threads and Differences in Specific Segments
‘ Creating an Authentic Message to Build Loyalty for Life
‘ The Spread of Technology through Life Stages
‘ Keeping Your Product Relevant as Your Consumer Ages
‘ Trends in Social Media and Technology

Submission Guidelines & Deadline
For consideration, please e-mail Amy Kritzer at akritzer@iirusa.com with the following information by FRIDAY, September 25th:
‘ Proposed speaker name(s), job title(s), and company name(s)
‘ Contact information including address, telephone and fax numbers and e-mail
‘ Title of presentation
‘ Brief overview of the presentation (1 paragraph plus 3 ‘ 5 key audience ‘takeaways): Please write this with the knowledge that if your proposal is selected, this description will be printed in the brochure
‘ Previous conference presentations and/or brief speaker biography

Due to the high volume of responses, we are unable to respond to each submission. All those selected to participate as speakers will be notified shortly after the deadline.

Thank you for your interest in Achieving Customer Relevance!

All the best,

Amy Kritzer
Senior Conference Producer
Marketing and Business Strategy Division
Institute for International Research
akritzer@iirusa.com

Call for Submissions: Achieving Customer Relevance, the destination those looking to understand how to reach targeted life styles and stages.

Achieving Customer Relevance
Strategies for Connecting Lifestyles within Life Stages
May 10-12, 2010
Chicago, IL

The Institute for International Research is excited to announce that production of the Achieving Customer Relevance conference is underway. We will be reviewing presentation submissions until September 21st ‘ space is limited so please submit your ideas TODAY! This three-day event is the destination those looking to understand how to reach targeted life styles and stages. From the segmentation to the marketing, explore best practices for pinpointing innovative ways to deeply connect with profitable segments, growing segments and new segments to maximize lifetime value and achieve sustainable growth.

Your Opportunity
We are currently recruiting corporate practitioners to share unique ideas, perspectives and case studies related to future trends. Got a good story to tell? Have a provocative perspective that needs to be shared? I’m interested in hearing from you.

Session topics include but are not limited to:
‘ Transition in Life Stage: How Your Customer Evolves
‘ Breaking into New Life Stages without Alienating Your Consumer Base
‘ Products Across Life Stages- Which Ones Succeed and Why?
‘ Common Threads and Differences in Specific Segments
‘ Creating an Authentic Message to Build Loyalty for Life
‘ The Spread of Technology through Life Stages
‘ Keeping Your Product Relevant as Your Consumer Ages
‘ Trends in Social Media and Technology

Submission Guidelines & Deadline
For consideration, please e-mail Amy Kritzer at akritzer@iirusa.com with the following information by Monday, September 21st:
‘ Proposed speaker name(s), job title(s), and company name(s)
‘ Contact information including address, telephone and fax numbers and e-mail
‘ Title of presentation
‘ Brief overview of the presentation (1 paragraph plus 3 ‘ 5 key audience ‘takeaways): Please write this with the knowledge that if your proposal is selected, this description will be printed in the brochure
‘ Previous conference presentations and/or brief speaker biography

Due to the high volume of responses, we are unable to respond to each submission. All those selected to participate as speakers will be notified shortly after the deadline.

Thank you for your interest in Achieving Customer Relevance!

All the best,

Amy Kritzer
Senior Conference Producer
Marketing and Business Strategy Division
Institute for International Research
akritzer@iirusa.com

Join us in Phoenix this November for NACCM Customers 1st

The 2009 NACCM Customers 1st Conference will arm you with the tools and techniques you need to become the initiator at your organization and the skills you need to succeed with all of your customer initiatives. Our world-class speaking faculty is filled with industry-leading initiator’s who are ready to share their secrets to success.

Register by THIS Friday, August 7th & Save $300!

Find out more about the conference and register here: http://bit.ly/G4r9t