tag:blogger.com,1999:blog-4240814272782162921Mon, 08 Feb 2010 16:11:22 +0000This blogs brings together customer management professionals from all industries to cover insights, strategies and industry updates on all aspects of customer service, management and interaction. It is brought to you by the producers of the North American Conference on Customer Management - NACCM, the largest gathering of customer service and management professionals in the world.http://customers1st.blogspot.com/noreply@blogger.com (NewYorkDrift)Blogger383125noreply@blogger.comnoThis blogs brings together customer management professionals from all industries to cover insights, strategies and industry updates on all aspects of customer service, management and interaction. It is brought to you by the producers of the North Americanhttp://creativecommons.org/licenses/by/2.0/http://creativecommons.org/licenses/by/2.0/http://creativecommons.org/images/public/somerights20.gifNaccmsCustomers1sthttp://feedburner.google.comtag:blogger.com,1999:blog-4240814272782162921.post-7851327670175732748Fri, 29 Jan 2010 15:19:00 +00002010-01-29T10:25:23.834-05:00canada customer servicetoronto newscustomer worldtransit customer serviceTTCCustomers FirstInsideToronto.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 http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/fF__K4GaGWw/torontos-transit-commission-vows-to.htmlnoreply@blogger.com (Melissa)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/fF__K4GaGWw" height="1" width="1"/>http://customers1st.blogspot.com/2010/01/torontos-transit-commission-vows-to.htmltag:blogger.com,1999:blog-4240814272782162921.post-170126086397255757Thu, 28 Jan 2010 11:00:00 +00002010-01-26T12:13:06.915-05:00customer service lifestagescustomer service gen ylifestage blogcustomer service boomerlife stage marketingUnderstand and maximize your customer lifetime value by knowing your customers better than anyone else, anticipating their needs and satisfying them first.  Knowing your customers inside and out is the key to innovation. These days, we're operating in a transparent "real time" world with abundant choice and increasing customer power. Identifying and focusing on core segments is critical. http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/r1EMYL4ce3w/life-stage-marketing-summit-full.htmlnoreply@blogger.com (Melissa)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/r1EMYL4ce3w" height="1" width="1"/>http://customers1st.blogspot.com/2010/01/life-stage-marketing-summit-full.htmltag:blogger.com,1999:blog-4240814272782162921.post-7647578509006445599Tue, 26 Jan 2010 15:02:00 +00002010-01-26T10:05:28.285-05:00delta airlines newsDelta Customer Serviceairline customer servicenaccm 2010The New York Daily News reports that Delta airlines is planning a $1 billion revamp of customer service, entertainment options over next 3 years. The airline is making the changes to lure corporate travelers who pay the highest fares. It is adding leather seats and upgraded lighting to all 269 aircraft it acquired through the 2008 purchase of Northwest. All wide-body planes will have in-seat http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/JfrgJn90ck8/delta-airlines-plans-1-billion-revamp.htmlnoreply@blogger.com (Melissa)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/JfrgJn90ck8" height="1" width="1"/>http://customers1st.blogspot.com/2010/01/delta-airlines-plans-1-billion-revamp.htmltag:blogger.com,1999:blog-4240814272782162921.post-3106030360676893851Thu, 14 Jan 2010 19:12:00 +00002010-01-14T14:22:33.686-05:00Mark ReussCustomers 1stgeneral motorsEmployee customer serviceCustomer ServiceNACCMGM North AmericaAccording 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 http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/07tlfylH_7w/gm-focuses-on-customer-service.htmlnoreply@blogger.com (Jennifer)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/07tlfylH_7w" height="1" width="1"/>http://customers1st.blogspot.com/2010/01/gm-focuses-on-customer-service.htmltag:blogger.com,1999:blog-4240814272782162921.post-7490408003116886784Mon, 11 Jan 2010 14:51:00 +00002010-01-11T10:10:04.283-05:00google newstmobilegoole customer serviceinfoworldHTCInfoworld.com reports that Google's Nexus One is causing some unforeseen customer service problems. As Google is selling the phone directly to customers, they no longer have the cellular phone middleman to handle customer service requests. Google appears to be only accepting e-mail customer queries, to which it pledges to reply in one to two days -- far too long, say most people who are http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/zQYZmmV833o/googles-nexus-one-customer-service.htmlnoreply@blogger.com (Melissa)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/zQYZmmV833o" height="1" width="1"/>http://customers1st.blogspot.com/2010/01/googles-nexus-one-customer-service.htmltag:blogger.com,1999:blog-4240814272782162921.post-1869024954240526612Thu, 07 Jan 2010 17:51:00 +00002010-01-07T12:56:22.243-05:00Customers 1stUnited AirlinesDaily Heraldcustomer service representativesCustomer ServiceNACCMAccording to the Daily Herald of Chicago, United Airlines will cut more customer service representatives, 50 of whom work at the Chicago O'Hare Airport. Other customer service representatives are receiving a reduction in hours. They're encouraging customers to rebook their flights online. This occurs just as a snow storm is expected to roll into the area this weekend. Read the full article http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/ag0EjBTOOhg/airlines-continue-to-cut-customer.htmlnoreply@blogger.com (Jennifer)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/ag0EjBTOOhg" height="1" width="1"/>http://customers1st.blogspot.com/2010/01/airlines-continue-to-cut-customer.htmltag:blogger.com,1999:blog-4240814272782162921.post-6331456188445819262Mon, 04 Jan 2010 17:14:00 +00002010-01-04T12:21:06.866-05:00NACCM Customers 1stSocial media toolsDellsocial media and customer serviceMarketing voxComcastSouthwest AirlinesATTTwitter and customer serviceAccording to Marketing Vox, many companies are relying on social media tools to accommodate the questions of the individuals using the tool for such questions as return policies. Companies such as Comcast, Dell, Southwest, and AT&T are fully using it as a customers service tool. What do you think of companies using Twitter as a customer service tool? Have you had a pleasant experience as a http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/20ma4UMv9SI/companies-looking-to-social-customer.htmlnoreply@blogger.com (Jennifer)1<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/20ma4UMv9SI" height="1" width="1"/>http://customers1st.blogspot.com/2010/01/companies-looking-to-social-customer.htmltag:blogger.com,1999:blog-4240814272782162921.post-8956411739373742373Fri, 25 Dec 2009 11:00:00 +00002009-12-25T06:00:05.342-05:00Happy Holidays from Customers 1stWe're taking some much needed time off from our coverage of customer relationship management to celebrate the season with our loved ones. We want to sincerely thank you for your readership, your comments and your participation.Here are our top posts from 2009:Dell Delights CustomersNACCM 2009: Answering the Social Phone – Listening, Measuring, and Engaging in Social Media.Hospital provides http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/OYuDY9MXRR4/happy-holidays-from-customers-1st.htmlnoreply@blogger.com (Melissa)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/OYuDY9MXRR4" height="1" width="1"/>http://customers1st.blogspot.com/2009/12/happy-holidays-from-customers-1st.htmltag:blogger.com,1999:blog-4240814272782162921.post-4899984966219919857Mon, 14 Dec 2009 15:04:00 +00002009-12-14T10:08:16.263-05:00speaking opportunitiescall for presenterssocial media newslifestagesiir eventsEmail krivielle@iirusa.com by Tuesday, December 15, 2009 Life Stage Marketing SummitMay 10-12, 2010Hotel Sax ChicagoIIR is excited to announce that we are putting the finishing touches on the Life Stage Marketing Summit. We are looking for just a few more speakers to cover the following session topic areas: Social Media Strategies (measurement & ROI, branding and innovation are priority key http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/mNDAPIvKDFY/official-call-for-presenters-submission.htmlnoreply@blogger.com (Melissa)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/mNDAPIvKDFY" height="1" width="1"/>http://customers1st.blogspot.com/2009/12/official-call-for-presenters-submission.htmltag:blogger.com,1999:blog-4240814272782162921.post-5305886978691032921Tue, 08 Dec 2009 15:40:00 +00002009-12-08T11:01:29.387-05:00customer service newsKansas Citycustomer service industrymedicaid customer serviceThe Kansas City Star reports today that Medicaid budget cuts in Kansas have forced the state to axe its customer service line. Starting in February, a help line for doctors and pharmacists who provide Medicaid care in Kansas will close. Hours for a customer service line for Medicaid recipients will be “sharply” reduced.The delays in confirming eligibility for new Medicaid applicants will grow. http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/DHXAFRUHZoQ/budget-cuts-axe-ks-medicaid-customer.htmlnoreply@blogger.com (Melissa)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/DHXAFRUHZoQ" height="1" width="1"/>http://customers1st.blogspot.com/2009/12/budget-cuts-axe-ks-medicaid-customer.htmltag:blogger.com,1999:blog-4240814272782162921.post-6987629463843678466Fri, 04 Dec 2009 16:57:00 +00002009-12-04T12:08:19.484-05:00customer service newscustomer service industrynaccm customer 1stcustomer worldDestinationCRM.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 http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/2Jn_qamE2K4/poor-customer-service-costs-billions.htmlnoreply@blogger.com (Melissa)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/2Jn_qamE2K4" height="1" width="1"/>http://customers1st.blogspot.com/2009/12/poor-customer-service-costs-billions.htmltag:blogger.com,1999:blog-4240814272782162921.post-182902189391194462Tue, 01 Dec 2009 21:05:00 +00002009-12-01T16:08:29.651-05:00customer service newscustomer service industrycustomer service outreachcustomer service and emerging marketsBarney Beal of SearchCRM.com reports today that customers in emerging markets seem to have more bad experiences to share thereby making a customer service strategy even more important for businesses. According to the results of a recent survey by Accenture,the survey, conducted over the summer, found that 87% of consumers in emerging markets switched providers in at least one industry sector http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/9e7EZjFEMYI/customer-service-strategy-more.htmlnoreply@blogger.com (Melissa)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/9e7EZjFEMYI" height="1" width="1"/>http://customers1st.blogspot.com/2009/12/customer-service-strategy-more.htmltag:blogger.com,1999:blog-4240814272782162921.post-2250113587142822833Wed, 25 Nov 2009 14:44:00 +00002009-11-25T09:47:05.262-05:00customer service representativesCustomer ServiceNACCMHere's an interesting post on the FuelNet blogs that details six tips for improving telephone conversations with customer service agents. After all, every phone call is important, so knowing how to provide good customer service is crucial. Here are the tips:1. Improve your posture. 2. Give a confident welcome. 3. Ask for the customer’s name, and use it. 4. Give a positive, definite first responsehttp://feedproxy.google.com/~r/NaccmsCustomers1st/~3/afE00MMjzFo/improving-customer-service-phone-skills.htmlnoreply@blogger.com (Thiago)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/afE00MMjzFo" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/improving-customer-service-phone-skills.htmltag:blogger.com,1999:blog-4240814272782162921.post-6495995748517649534Fri, 20 Nov 2009 16:13:00 +00002009-11-20T11:20:02.967-05:00customer service newscustomer service and twittercustomer service blogtwitter newsnaccm 2010By now you've heard of companies in the United States harnessing the power of Twitter to fully connect with their customers. USAToday has a fascinating breakdown of the companies and what has and hasn't worked with Twitter and customer service. Social media like Twitter change customer serviceIs your company utilizing Twitter? What do you think you've learned from your customers? We'd like to http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/7qnGia6nKLw/usatoday-social-media-like-twitter.htmlnoreply@blogger.com (Melissa)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/7qnGia6nKLw" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/usatoday-social-media-like-twitter.htmltag:blogger.com,1999:blog-4240814272782162921.post-2670482777870995203Fri, 20 Nov 2009 01:29:00 +00002009-11-19T20:31:08.452-05:00Customer loyaltyJoAnna BrandiPositive Psychology in BusinesspositivityI just finished doing my seminar on the Heart Based Service Expo. What fun - my heart felt thanks to Lori and Raleigh for inviting me to take part in this extraordinary event.If you missed it and you want to listen in do this:Download your handout at www.PositivityPractices.com and then go tohttp://www.heart-based-service.com/expo/Brandi http://bit.ly/23U3mL to find my seminar (in the next 48 http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/rjLMwbnSfgA/heart-based-service-expo.htmlnoreply@blogger.com (JoAnna Brandi)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/rjLMwbnSfgA" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/heart-based-service-expo.htmltag:blogger.com,1999:blog-4240814272782162921.post-5113485662233489999Wed, 18 Nov 2009 14:53:00 +00002009-11-18T10:12:59.603-05:00Kohlsbest custome serviceCustomers 1stZapposColdwater CreekHSNNational Retail FederationAmazonCustomer ServiceNACCMThe National Retail Federation spoke with 8,000 shoppers and asked which stores they believed had the best customer service. The Top Ten listed were: Amazon.com, Coldwater Creek, HSN, J.C. Penney, Kohl's department stores, Lands End, L.L. Bean, Nordstrom, Overstock.com, QVC and Zappos. A number of these recently spoke at the NACCM: Customers 1st Conference. Click to read more about Zappos' http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/pvNMVRQQHKM/best-customer-service-according-to.htmlnoreply@blogger.com (Jennifer)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/pvNMVRQQHKM" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/best-customer-service-according-to.htmltag:blogger.com,1999:blog-4240814272782162921.post-2552425582714157432Mon, 16 Nov 2009 16:26:00 +00002009-11-16T11:32:29.671-05:00Customer service during the holidaysCustomer ServiceNACCMEconsultancyHere's five tips from the EConsultancy blog for holiday retailers on treating your customers right during this holiday season. Enjoy!1. Pay attention to price - Pay close attention to competing prices as customers will bargain hunt during this recession.2. Customer Service: bring your A-game - If customers feel left behind, chances are they will shop elsewhere.3. Reach out and reward existing http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/sNrsCSrjHjQ/treat-your-customers-right-this-holiday.htmlnoreply@blogger.com (Thiago)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/sNrsCSrjHjQ" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/treat-your-customers-right-this-holiday.htmltag:blogger.com,1999:blog-4240814272782162921.post-8198965278298319060Thu, 12 Nov 2009 14:33:00 +00002009-11-12T09:42:29.257-05:00customer service newscustomer service industrycustomer service cioCustomer service tipsSamuel Greengard of CIO Insight lists ways that even the biggest companies can flub customer service. He writes, customers are rarely satisfied with the service businesses provide. Understanding those complaints, as well as the processes and technologies associated with customer service, can help CIOs and their teams avoid these customer-care blunders. 1. Outsourcing without understanding all thehttp://feedproxy.google.com/~r/NaccmsCustomers1st/~3/xwgHcBLwaZU/5-ways-to-flub-customer-service.htmlnoreply@blogger.com (Melissa)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/xwgHcBLwaZU" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/5-ways-to-flub-customer-service.htmltag:blogger.com,1999:blog-4240814272782162921.post-2703415289355350964Wed, 11 Nov 2009 12:49:00 +00002009-11-11T07:55:11.589-05:00DistractionDigital FutureDangersDrivingNACCMLike many of the attendees at the NACCM Customers First conference last week I was excited to see Michael Tchong (http://www.ubercool.com/) as one of our closing keynotes. Michael (besides being ubercool is uber informative and engaging in his presentations. He playfully engaged the audience and kept us involved in his thoroughly well done peek at the future of our world – which is without a http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/DitgI5ExaxM/dead-from-distraction.htmlnoreply@blogger.com (JoAnna Brandi)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/DitgI5ExaxM" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/dead-from-distraction.htmltag:blogger.com,1999:blog-4240814272782162921.post-4328834264054198704Tue, 10 Nov 2009 21:46:00 +00002009-11-10T16:50:14.843-05:00Wall Street JournalRevenue growthcustomers that cost moneycustomer 1st blogCustomer ServiceNACCMThe Wall Street Journal has an article that looks at how some companies are cutting off the customer that's costing the company more money than profit. Last year, many companies would work with their customers, offer them discounts or work with them on payment options. This year, however, many smaller companies are finding that by cutting off customers who don't pay actually increases their http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/ceb4hi4BXlk/cutting-off-customer.htmlnoreply@blogger.com (Jennifer)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/ceb4hi4BXlk" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/cutting-off-customer.htmltag:blogger.com,1999:blog-4240814272782162921.post-340825850443855474Fri, 06 Nov 2009 12:52:00 +00002009-11-06T08:03:47.616-05:00NACCM Live 2009Jason TrippAllegiancenaccm 2009Customer ServiceGuest blogger Norma Huibregtse spoke with Jason Tripp, Sales Manager with Allegiance, Inc, while at NACCM 2009 to find out about their offerings and their views on the customer service industry.http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/1kSVgLvqcmQ/naccm-2009-interview-with-allegiance.htmlnoreply@blogger.com (Jennifer)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/1kSVgLvqcmQ" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-interview-with-allegiance.htmltag:blogger.com,1999:blog-4240814272782162921.post-8043960886345591462Fri, 06 Nov 2009 12:44:00 +00002009-11-06T07:48:32.137-05:00Norma HuibregtseCustomer service and social mediaBecky CarrollNACCM Live 2009Employees and social mediaGuest Blogger Norma Huibregtse talked to Becky Carroll after her presentation about outsourcing your social media, how you should bring personality in to your social media when using it for customer service, where it's going in the future, and more.http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/IaDo8sT-JVM/naccm-2009-do-you-outsource-your-social.htmlnoreply@blogger.com (Jennifer)1<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/IaDo8sT-JVM" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-do-you-outsource-your-social.htmltag:blogger.com,1999:blog-4240814272782162921.post-2719460367656248733Fri, 06 Nov 2009 04:58:00 +00002009-11-06T00:01:33.473-05:00NACCM Live 2009Day Two was a great experience. We spent most of the day looking at the kind of service we provide through our customers eyes. Here is the day in photos: http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/Fw74ms4cbJc/naccm-2009-in-photos.htmlnoreply@blogger.com (Jennifer)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/Fw74ms4cbJc" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-in-photos.htmltag:blogger.com,1999:blog-4240814272782162921.post-643516796705857474Fri, 06 Nov 2009 03:38:00 +00002009-11-05T22:43:29.460-05:00While the "official" bloggers for Customers First show have written about ever speaker at the show, this somewhat newbie show blogger is still digesting the amazing amount of info and writing slowly. (That's why I didn't volunteer to be "official". I suspected it might take me a little longer.)I've enjoyed the show tremendously and tonight I am enjoying the company of a friend here in Phoenix, http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/Nq3kisAX2oY/we-can-change-world.htmlnoreply@blogger.com (JoAnna Brandi)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/Nq3kisAX2oY" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/we-can-change-world.htmltag:blogger.com,1999:blog-4240814272782162921.post-647630278250084729Fri, 06 Nov 2009 02:40:00 +00002009-11-05T22:04:26.190-05:00Center for Services Leadershipforum corporationstrategic speednaccm 2009delivering valueAs we end the North American Conference on Customer Management 2009, consider how we take the “what” we learned and turn it into a strategic “how”. This thought was posed by Tom Atkinson, Director of Customer Research for the Forum Corporation.Atkinson talked about developing “strategic speed” because of the impact it has on sustaining our businesses. The 1980’s and 1990’s were about http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/jhaFrladTLE/naccm-2009-make-customer-strategy.htmlnoreply@blogger.com (Captivated Customers)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/jhaFrladTLE" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-make-customer-strategy.htmlen-usnonadult