Tag Archives: Customers 1st

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!

Need customer service? Head to the laundry room.

In a move that would make Rosie, the Jetson’s robot maid proud, your washer and dryer will be able to speak directly to customer service. ApplianceMagazine.com writes that to send information, the customer holds the phone mouthpiece over the appliance power button and press a button on the appliance to send the diagnostic data. Each tone corresponds with a specific potential maintenance need and can be identified by trained service technicians over the phone, allowing them to evaluate the information and provide feedback based on the data that was received.

Will we see an increase in appliances that speak to customer service?

Sprint sees increase in customer satisfaction

Trefis recently looked at the three reasons that Sprint is seeing an uptick in customer satisfaction that is showing in their stock prices. Over the past few years, Sprint has treaded a rocky road when it comes to customer satisfaction. They have found a way to turn this around. One reason they’ve increased customer satisfaction is because they’ve identified and supplied the need for prepaid phone cards. Supplying prepaid cards also allows for Sprint to avoid monthly subscriber losses due to unpaid bills. They’ve also increased the visibility of their brand and introduced new SmartPhones that are appealing to their audience. Read about their other improvements here.

Delivering superior customer service

In an article at the Miami Herald today, they look at the disconnect many companies have between customers service expectations they have for themselves and the expectations their consumers have.

A. Parasuraman points out these three simple requirements:
Delivering superior customer service requires
(a) understanding customers and their expectations, especially when things go wrong;
(b) ensuring that companies’ communications and service strategies are aligned with those expectations
(c) excelling on service basics before investing resources on enhancements.

Do you disagree with any of the things above about how to deliver superior customer service?

Spirit Airlines looking at profits over customers

I came across a recent article that looked at how Spirit Airlines has begun charging for carry on luggage in addition to checked luggage. While they charge for checked bags, this new rule allows for individuals to carry anything on that will fit under the seat, but charge for anything that must go in an overhead bin.

While customers were clearly not in mind when this decision was made, who much will it affect those already flying Spirit Airlines? This is a budget airline, so fliers do fly it in order to save their money. So will they be willing to spend a few extra dollars to bring a bag on board? Or will this new fee result in customers looking to other airlines? They may be able to spend the same amount of money on another airline and carry their luggage on.

What do you think a decision like this does for the customer?

Read the full reaction article from Brent Batten here.

Official Call for Presenters Now Open: CUSTOMER WORLD 2010

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 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 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.

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.

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!

Archive Webinar – Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Here’s your chance to view MarketTools webinar if you didn’t get a chance to view it live, or if you just need a refresher. The hour long web seminar was presented by the following speakers:

Alan Kneale, Vice President, Technical Support Operations, CareFusion
Robert Freeden, Director, Product Support/Repair, CareFusion
Justin Schuster, Vice President, EFM Solutions, MarketTools

View the archive webinar

Complimentary Webinar – Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Time/Date: Thu, Mar 11, 2010 2:00 PM – 3:00 PM EDT

Complimentary Webinar: https://www1.gotomeeting.com/register/916296592
Mention priority code MWS0022Blog

CareFusion increased its overall customer satisfaction by 26 percentage points after implementing an Enterprise Feedback Management solution. Attend this webcast to learn how they did it.

Many companies are struggling with how to capture feedback from their customers, partners, and employees ‘ and how to transform this feedback into real business results. Typical questions include:
‘ What are the critical steps in implementing a successful customer feedback program?
‘ How do I prevent the feedback from just ending up in a report with no business impact?
‘ How is enterprise feedback management affecting the bottom line?

CareFusion, formerly part of Cardinal Health, has successfully implemented the MarketTools CustomerSat enterprise feedback management solution across its service organization, elevating customer satisfaction to more than 90%.

Join us for this one-hour webcast to learn:
‘ The 9 critical steps in designing Enterprise-Wide Feedback Systems, and the costly mistakes to avoid
‘ How CareFusion moved from ad-hoc surveys to a systematic feedback program that translates to better service at every customer touchpoint
‘ How CareFusion improved overall customer satisfaction by 26 percentage points
‘ And much more’.

Justin Schuster, Vice President, EFM Solutions, MarketTools
Alan Kneale, Vice President, Technical Support Operations, CareFusion
Robert Freeden, Director, Product Support/Repair, CareFusion

Business Week names Customer Service Champs

Business Week recently announced its Customer Service Champions. See Business Week’s presentation list here.

The Top Ten:

1 L.L. Bean
3 Apple
4 Four Seasons Hotels and Resorts
5 Publix Super Markets
6 Nordstrom
7 Lexus
8 The Ritz-Carlton
9 Barnes & Noble
10 Ace Hardware

GM focuses on customer service

According to the Oakland Press, GM is now focusing on building quality customer service into their operations. Mark Reuss, president of GM North America, is focusing on creating a new type of company for GM, and taking a step by listening to exactly what customers have to say about their service. They’re trying to create an environment where all employees can help the customers directly.

Reuss stated:

‘This is the kind of service I’m talking about ‘ person by person, customer by customer. This is the kind of customer focus we’re building throughout GM these days and the kind of service I expect all our employees to embrace whenever and wherever they can.’

Read the full article here.