Tag Archives: customer world

Happy Holidays from Customers 1st!

We’re taking some time off from our coverage of customer service to celebrate the season with our loved ones. We want to sincerely thank you for your readership, your comments and your participation. We look forward to returning to the world of customer service management in 2011!

Here are our top Customers 1st posts from 2010:
New customer experience measurement system for USPS
NACCM 2010: Day 2 in Pictures
NACCM 2010: Rogers Communications’ Customer Retention & Satisfaction Approach

We wish you Happy Holidays!

Complimentary Webinar: Emotional Marketing- The New Rules of Engagement – June 30 at 2:00 – 3:00PM EST

Space is limited.
Reserve your Webinar seat now at:
https://www1.gotomeeting.com/register/224085977
Priority code: M2115W1BLOG

Words are the most powerful force on earth, as the greatest moments in history and advertising have been captured by words. Words can be electric if chosen correctly, so when you use them to advertise your products, services and brands make them come to life by igniting people’s hearts in order to light up their minds. Neurologists agree that what we hear is retained for 5 seconds and what we see is retained for 1 second.. why then do we continue to focus on visual stimulus when we should be engaging a greater part of your consumers brain? If you want to be unforgettable learn to engage all your consumers’ senses. Do your customers wait on the sidelines for the next promotion or is their loyalty dictated by how you make them feel?

Marketers today face unprecedented challenges with respect to gaining the consumer’s attention due to the emergence and convergence of technology. Consumers today are constantly bombarded with messages from companies trying to gain share of their hearts through effective advertising. One of the biggest questions that our presenter Inez Blackburn has is why marketers insist on answering questions in their ads that none of their customers are asking. Consumers today are struggling with the current economy and as a result are constantly looking for escape. Too often marketing messages are focused on a product feature or attribute with little relevance to the consumer.

There is a sea of change brewing in the advertising industry triggered by an explosion in digital media. These changes have resulted in tremendous upheavals in traditional advertising and marketing.

Does your message or advertisements speak to their mind or heart? Will you win by logic or emotion?

‘A man convinced against his will is unconvinced still,’ Pastor Phil Johnson

What you will learn:
-Learn to leverage new consumer insights to create promotions beyond price

-Learn the 5 critical success factors for effective marketing in a sea of choice

-Gain a greater share of heart with emotional marketing designed to engage the senses

-Understand new consumer models and buying behavior and the impact of somatic markers

-Sustainability and Social responsibility is only he beginning , survival will depend on your ability to remain relevant for a greater share of heart

-We understand why consumers buy now we need to understand why consumers lie ‘ learn what really drives consumer decision making

About the Presenter:
Inez Blackburn
President of Market Techniques & Innovations, Inc.

Inez Blackburn is a globally recognized speaker, industry leader, innovator, and pioneer in launching global brands with over 25 years experience. She has worked with many Fortune 500 companies and led numerous executives through her Positioned for Profit Seminars and Marketing to the Max Workshops. She has been on the Dean’s list for excellence in teaching for 10 years and is a featured trainer at numerous executive events. Inez is President of Market Techniques & Innovations, Inc. and an adjunct professor at the University of Toronto, Wright State University, and S.P. Jain University in Singapore and Dubai, as well as a featured instructor at Pennsylvania State University.

She has worked extensively with major corporations and has played a pivotal role in implementing customer-centric strategic plans, marketing best practices, and balanced performance metrics. She also teaches companies how to leverage the power of collaboration for a sustainable competitive advantage.

Official Call for Presenters Now Open: CUSTOMER WORLD 2010

CUSTOMER WORLD
the co-location of 3 unique customer-centric events:
8th Annual NACCM Customer’s 1st Conference
2nd Annual Customer UNinterrupted Conference
14th Annual Linkage Strategies Conference

From: Kelly Potanka, Conference Director, IIR
Re: CUSTOMER WORLD Call for Presenters
Event Date: October 25-27, 2010
Location: Orlando, FL

We are looking for both customer-centric case studies, as well as interactive/experiential activities. Creativity in format involving audience participation/inspiration will receive preferred attention. Please send all submissions to Kelly Potanka (kpotanka@iirusa.com).

About the Events:
CUSTOMER WORLD is where the VOICE OF YOUR INDUSTRY comes together to champion and celebrate CUSTOMERS 1st. Never before has there been such a comprehensive offering of customer-centric events focused on your customer service/experience, measurement/metrics and self-service/technology needs.

NACCM CUSTOMER’S 1st CONFERENCE
NACCM consistently helps customer service executives reignite the passionate leader within to confidently lead their teams and customers. Balancing actionable, practical content with unique and memorable experiences- Customers 1st delivers the motivation you need to keep the customer at the center of every business decision. We are currently seeking cross-industry corporate practitioners to share unique strategies and best practices for creating WOW experiences by driving customer-centric initiatives at their organization.

CUSTOMER UNINTERRUPTED CONFERENCE
Customer service is an investment, not an expense. Understanding how the customer wants to be approached and through which contact channel can redefine your next-generation of profitable customer connections. Customer, UNinterrupted is designed for customer operations career professionals to develop and execute a strategy for delivering a consistent, seamless service experience across multiple channels. We are currently seeking expert case studies that focus on Self-Service Technologies and Call Center Excellence.

LINKAGE STRATEGIES CONFERENCE
In times like these, waste is not an option. Ensure every dollar spent on your customers delivers optimal profitability. Linkage Strategies is the only conference that measures the impact of your customer strategy investments on the business’ bottom line. If you have a case study on how to take the crucial step forward and show attendees how to manage, measure, link and act on customer data, submit your proposal now.

SUBMISSION GUIDELINES:
If you are a corporate practitioner ONLY, we invite you to submit a speaking proposal directly to Kelly Potanka on or before Friday, April 16, 2010 to kpotanka@iirusa.com. Please note: Abstracts are reviewed and selected on a rolling basis, so please submit early. ONLY corporate practitioner submissions will be reviewed. If you are a consultant/vendor/solution provider, please see below. For consideration, please include:
‘ Proposed speaker name(s), job title(s), and company name(s)
‘ Contact information including address, telephone and fax numbers and e-mail
‘ Talk title
‘ Summary of the presentation (3-5 sentences)
‘ What the audience will gain from your presentation (please list 3-5 key ‘take-aways’)

Added Bonus: Each speaker receives free admission to the conference (a $2000+ value) including admission to all conference sessions, workshops, networking breaks, lunches, exhibit halls, etc.

Special Notice to Vendors, Consultants and Solution Providers:
Whether you are looking to build awareness, generate new business or strengthen existing relationships- a presence at Customer World can help you achieve your goals. A limited number of sessions are reserved on the program for this group to participate and sponsors are given priority. If you are interested in sponsorship or exhibit opportunities, please contact Jon Saxe, Business Development Manager at jsaxe@iirusa.com or 646-895-7467.

Thank you for your interest in CUSTOMER WORLD. We look forward to receiving your proposal!

Toronto’s Transit Commission Vows to Improve Customer Service

InsideToronto.com reports that the city’s transit commission, Toronto Transit Commission, has pledged to do better at serving their customers. According to the report, the TTC has been under fire for poor customer service in addition to a 25 cent increase in fares and a prevalent service interruptions. TTC Chair Adam Giambrone apologized for their low standards of customer service and said, “We all know that it went viral on the Internet, and we found that the TTC was at the root of a lot of ridicule across the system,” Giambrone said. “These issues really highlight a need for us to focus on where we go in the future. We need to modernize our fare technology, we need to work with employees to enrich their jobs and we need to use our resources better.”

Learn more: TTC unveils plan to help improve customer service

As TTC works to improve its customer service, what initiatives can they implement to ensure customer service sustainability? Could these initiatives be shared with other major metropolitan transit organizations?

Poor Customer Service Costs Billions

DestinationCRM.com reports that a new, “The Cost of Poor Customer Service: The Economic Impact of the Customer Experience and Engagement,” may finally put the damage bad service can create into a language executive boards understand — dollars and cents. According to the survey of 8,880 consumers across 16 countries, poor customer service cost an aggregate of $338.5 billion per year, the average value of each lost relationship across all countries surveyed costing $243.

Learn more: Poor Customer Service Costs Billions

Is this news to you? How are you leveraging the costs of customer service?