tag:blogger.com,1999:blog-4240814272782162921Fri, 27 Jan 2012 20:05:08 +0000Disney turbulanceCustomer Relationship MangementHSNtodd jenningsZappos.comLord and Taylor'sTELUSAirport Customer ServiceYankeesHumanacustomer service wiredHiltonRon ShelvinUnderstand the customerCCOLost revenueBuild Trustcollaborative tools for customer serviceROI Customer Serviceculture transformationViral complainingCustomer ExperienceOklahoma City ThunderSouth Carolinanaccm event orlandocustomer relationship managersPete WinemillerCustomer historyWachoviatmobileRaising Canesjared millerconsumer experienceeconomic climateTravelocityUSPS Customer ServiceCustomer Care Tipamerican customer satisfaction indexcustomer satisfaction scoresExaminercustomer service skillsfuture of customer serviceCall Centersbrad moonLeslie NelsonCEMDetailscwireless customer serviceNorthwest Savings BankCustomer InteractionPhil Douradocustomer service web seminarsGripeCustomers 1st Bloged boswellSouthwest AirlinesCultivating current customerssupercustomerColumbiaOrganization wide customer serviceMoving call centers to IndiaOnline customer communitiesDiscountverizon newstechnoratiCar dealershipscustomer service social mediaCaroline McCarthyPhone customer servicesocial media retentionZappos marketingEmployees and social mediaIntelligent employeescustomer service representativesnaccm 2009Local mediaWashington PostThe ConsumeristInterviewcomputer customer serviceratings systemShopper InsightsNaccm eventbathroom experienceJoe Torrecustomer needsDisney Cast MembersCustomer EngagementAnimal shelterpractical ecommerceRegence BlueCrossBlueShieldFuture TrendsservicesStar Gazettenaccm 2008charisse jonesABCMaritz ResearchFadsDiscounted itemsGM North AmericaPreston Wynne Spaforum corporationDion Hinchclifferetail bankingFuzeChurch of the CustomerXM RadioInnovation leadersVolkswagen of AmericaJohn CushmanCustomer service callsFrank CapekEye ContactCustomer service coursesCustomer point of viewcustomer service governementTTCmeetings drive businessnaccm podcastsfeedback managementNACCM Customers 1stPublixBusiness sustainabilityDestination CRMNetworking opportunitiesSocial CRMePharmaFCRretaincustomer service wirelessToolsbaby boomersZappossocial mediaNintendo Wiiwired geek dadDangersScotiaBankmedical tourismtwitter usageExpertusHome Shopping Networkwells-fargocustomer service podcastLuxuarycustomer service communitiesBell CanadaLoyalty ResearchLatin AmericaDan KusnetzkyB2BLori Pappasinonaccm orlandoNACCM 2011 day onePR and customer servicecore valuesIncreasing loyaltyMillenialsInfiltrate eventsWeb seminarUber Loyaltycustomer service appliancesQuality customer service experiencesAnchorageMarketingsecret shopperTraining Industry Inc.1to1blogOlympics marketingsocial media customer servicecustomer 1 blogCustomer BaseEmotions and customer serviceDiscouraging customer servicelessons learned in downturnwhos your gladysCustomer service strategiessocial media engagementGEAlltelComfort Inn SuitesCRMshopper360pennliveGlobal Learning and DevelopmentDairy QueenLexisNexisMerrill LynchCall Center ManagementProduce rating systemSocial media and customer strategyAmanda PowersCash strappedspeaking opportunitiesEmployee suggestionsBill PricePositive customer experiencesRick Burtonsocial media updatespredictive consulting groupNew TechnologySun InternationalPetra Consulting GroupAmerican call centersrecession customer servicelifestage blogcustomer service appsMarketToolsCharter UKAtelier SystemsCustomer Lifetime Valuetelephone customer serviceSignature Flight SupportCity Councilpromote happinessfree web seminarsTechnologylinkage strategies 2010AirplanesConnectionsVirgin MediaCustomer service managementKansas CityTeensGfK Custom Loyaltyembrace customersICCSOdominos2012SPSSnafifteen minuteslifestagesCancellationscustomer conversationConvergysmedicaid customer serviceSprintJetBlue Airwaysclient loyaltySoutwest customer serviceOutsourcingZappos customer serviceKeith FerrazziTraining employeesPhoenixCase ExamplesCustomer UnInterruptedCustomer service StandardsLori Jo VestTotal Customer ExperienceIndustry WeekThe Market Research Eventprofitabilitymarketing metricsBean BoozledOnline Customer Community Best PracticesMarket researchTour guide customer serviceBuilding brand loyaltyservant heartConverseCustomer Satisfaction surveysWEels FargoFast foodTouch pointsEmailsCustomer service championsTNSCourtyard Orlando LakeDatamoniterOnline Customer CommunityCustomer service evolutionraging fansreader experienceSourceGasgoole customer servicenGeneraLoyalty functionsOnline reviewsRitz Carltondown economyCustomer Relationship2009Coupon usageGenerations and customer serviceCadwick Martin BaileyUK customersAllegiancegoogle newscollaborationCareer BuilderLoyallinkage strategiescustomer service overkillRetail Customer Experience MagazineSocial networking contact centersTCEL MAIN CONFERENCE DAY TWOCustomersE Marketingonline marketingCustomer CareVOCself serve kioskStoryteller Spotlight Seriescustomer service onlineCustomer service and social mediabest buy customer servicedan hillMeasures of customer serviceSuper usersMary BerginChick Fil ACustomer Retentionvirtual worldsForbesMakeupopening remarksAutomated Phone CallsCustomer churnBook GiveawayGen Ycustomer intelligenceNACCM 2010 LiveMark HunterService CloudStarbucksContact CentersThe Best Service is no ServiceHoward Johnsonsnaccm customer servicecapitalGoing out of businessForumsMarketing Executives Networking GroupNACCMCustomer Worthycomcast customer serviceSixth AnnualSatisfied customerDeb NelsonATTMervynsMark Morgancustomer service and emerging marketsStrengthsOngoing Customer EngagementTeam workmaximizing valueVIrtual HoldSocial media feedbackInnovation ImmersionCustomer profitabilityCustomer Communicationlost luggage and airlinescontentCustomer service phone callsInnovationclue scanningSiebel Loyalty ManagementWake upAdvertisngThe Red Rubber BallFour SeasonsMaria PalmaAileen BennettJewelry TelevisionCharter CommunicationsCenter for Services LeadershipCustomer loyalty programslive bloggingcall for presentersnationwide InsuranceGartner Gold AwardLoyalty ProgramsKen PowagaSingaporeCustomers 1st NewsletterChicagoZDNetNintendonaccm disneyPrice increasesOnline grocerStorytellersbuying powerMass customizationJD PowerFacebookSecurity questionssocial media newsTargetbaseAnn ArborKohlsToo much customer serviceWebinarCustomer centric organizationscustomer service in-storeLessons LearnedBillingssocial media acquisitionrecyclebankGoogleyoutube customer servicecustomer expectationsthunder okcStrategynSolve problemsmTCEL MAIN CONFERENCE DAY ONEHappy Holidays from Customers 1stMichigan Ross School of Businesscustomer service measurementService PlatformsEmail customer serviceQuality Driven ManagementKelly PotankaViral campaigningIn-store customer serviceretail customer serviceonline conversationsBloombergFlightsCustomers Needs and expectationsSocial Media PhoneMarketWatchcustomer service cioTeamworkTeen MarketingAirline IndustryVida KillianJauntedMeasureTwelpforceQwestuser generated contentCustomer loyaltySony ElectronicsMarket gapsCreativityCall center operationsBollywoodHmana Employee StrategiesStock market performanceAchieving Customer RelevanceCustjet blue customer serviceCurtis BinghamblogsProduct Strategycustomer service newsWorld Seriesattire and customer serviceshopper insights in action 2010Wall Street Journal BlogRobert G. HowardADT Employee enagementDistractionInfinite Possibilitynaccm 2011 pre conferenceGood CustomersUnited AirlinesUrbane ApartmentsADT Call CentersNACCM Live 2009Online banking and social mediacustomer service and hospitalityStratEx Advisorsnaccm newsDirectorMapsnatalie petouhoffDissatisfied customersGenesys Global CommunicationWho is you GladysKevin CarrollCommunication mediumsImproved customer serviceGPSSpeakerBazaar VoiceRightNow TechnologiesBarack ObamaAbercrombie and FitchPeter Gubercustomer worldIn house call centercustomer1customers 1 blognewsweeknaccm baby boomersThe Disney InstituteMeasuring customer churnemployee feedbackusa todayBecky Carrollhospitality industryScotradeKevin Stirtzunderstanding the customerhealth plan customer servicebig banksDaily HeraldCustomer service during the holidaysWhole Foodsloyalty card programsself serviceImprove customer serviceLas Vegas customer serviceMatt RhodesMontanaRecessionNorth American Conference on Customer ServiceService Untitledperformance marketing expoEA Customer ServiceChris OBrienwikisADT ServiceSeasonal merchandiseCrowdvineCustomer service claimsEA SportsDan WiersmaLoyalty cardLG customer serviceMistakes in customer serviceEmotionomicsDavid AlstonEdward JonesCignaOlympicscustomer service communitcationPerformance Support Trainingteam buildingcommunity managersQDMCareFusionNew Ideas from recessionEmily YellinBank of Americaonline forumsCost of switchingseven types of employees at best buyperformance marketing newstmrewebinarsProfitable customercustomer service feesBruce KimbrellPositive Psychology in Businesssuper affiliatesCustomer centricityDice Electronicsquick servecustomer 1Justin McMurrybusinessweekairline customer serviceapple customer serviceBlue Cross Blue ShieldTrainingProfitWisconsin Rapid TribuneReturnsfrontier airlinestwitter customer serviceIVRsbuild relationshipsTim Berrycustomer experience focuscustomer service boomerCustomer centric companyjoey fittsWEsley Medical CenterTalent ManagerRichardo WeldWilliam BrandIndia call centersApplenanette byrnesCustomer CentricOnline Customer Community TipsFront End Of Innovationwhole foods market customer servicecustomer service bankingAirline delaysATGCustomer Servicetwitter engagementbirmingham business journalTarget service levelsDellCharlie GaffneyInternational Service Excellence AwardsBad customersOhio JournalCustomer TrustRetaining customersEnergyMSNcustomer service blogNACCM Live 2010customer service gen yFortune 500 companiesNordstromValueJay Goltznaccm speakerscustomer service conferenceRandall Brandt2008 Beijing OlympicsCustomer pricingGolden Limousineeve tahminciogluDSWLA TimesOnCurefederal customer serviceLA DodgersNew customersAlaska AirlinesCommunication with Customer ServiceFairmont HotelsCustomer Service SurveysLarry StreeterPNC Bankautotraderrestaurant customer serviceJoe PinebloggingEmployee customer serviceNew York City 311petsmart customer serviceXerosTop Marketing BlogSami HeroAce HardwareExperiencescustomer appreciationNegativityMicrosoftpiano servicesCustomer Relationship Managementwal mart asdabaggage feesNew Zealandcustomers interactionDriva Solutionscustomer metricsword of mouth marketingFordHappy customersCustomer driven innovationEuropean customer serviceUSPS Consumer satisfactionDisneyland Hotelquality customer serviceTony HsiehLoyalty measurementThe AdvertiserFront line workersattendee podcastsWall Street JournalLin Mizedelivering valueWisconsininternal marketingJared Hardiecustomer blogSocial NetworkingTacit KnowledgeSean DuvalJeanne BlissSafe at Home FoundationEmployeesCVS CaremarkRetailwireTrader Joe'scurrent customersLocal jobsIndividual couponsCSIAAirlines customer serviceFacebook customer serviceBest Buy Social Media PolicyMarket Probedigital care managerreturn on investmentEvolution of Customer Service Expectationswallk the walk311 Customer serviceCustomer Care GoddessNew customer surveysMichael CubricTMC NewsRevenue growthcustomer service trainingcustomer service outreachFirstline MortgagesTwitter and customer servicethe new yorkerVerizonLifetime ValueMarketing StrategyKeynotescustomer serivce tmobileamerican service indexProactive chatCustomer Recognitionbrand ambassadorsinvestor benefitsBank customer servicePersonalized customer experienceAngie LarsonAmazonSteve RosenOnlinecustomer loyalty and customer serviceWichitamobile phonesquality serviceNew Car salesverizon wireless customer serviceCreating Customer LoyaltyKenmore customer servicecustomer servicesgreg kratzFedExCommunityMega sales and customer servicePeutohoffspirit airlinesRedemption ratescmnaccm 2010TampaLinkedInYour Call Is(Not That) Important To UsBuffaloBob JohnsonCommunicationPhilippines call centerscustomer 1 newscustomer relationshipscall for bloggersWise Brandbrand loyaltyAngry CustomersRetailersMidwest AirlinesHealth InsuranceHTCOnline CommunityPepsiCotwitter newsCustomer management skillstrackingCitizensMiami HeraldOur Mothers' WarCustomer service ratingsThe Geek SquadOnline community customer serviceEconomic situationCustomer TrendsViaStrengthsangie's listCustomer Service ExperienceErika Van Noortchief customer officerPeople MetricsLL BeanHotel customer serviceInformation Weekclient satisfactionwireless newsEmployee recognitionhospital customer serviceVolunteer customer serviceverizon customer serviceAlaskaGraham HillActivateFree white paperTwitterfast food customer serviceTravel insuranceTony Hsientarget newscustomer service eventOrlando conferencesBarnes and NobleUnderbankeddigital strategyLexusCandace AdamsKrista SheridanCustomer service policyTeamwork and customer serviceBarbara StinnettBurkePrice slashing cyclejill noblettcustomer service airlinesAmy LoaschingWhole Food MarketsKenexabusiness meetingsNational Retail Federationtracking customer feedbackThe Experience EconomyCustomers ThinkSearch Auto Partsairline milesSan Diego ZooSimplexGrinnellCLVstrategic speedhappy employeesMichel CubricbrandsJetBluestew leonard jrcustomer service industryUSAACircuit CityAffinion Loyalty GroupAdAgetoronto newscustomer service and cloud computingimmediacyCustomer Service ExampleForrester Researchcustomer service and twitterCustomerThinkReadWriteWebtransit customer servicecustomer feedbackDrivingparatureSocial media strategycontinental airlinesAnaheimnet promoter scorescall center industry in Indiashopper and customer serviceCustomer Advantage NewsletterNorwegian Cruise Linessocial customerpetsmart speakingengaging shoppersNever Eat Alone Blogcustomer satisfactionFuture of Customer centricityCustomer Experience measurementthe dish networkMarketing voxWashington Humane Societylowering pricescustomer newsgratifying customerscutting pricescustomer forumsenterprise complaintExecutive Buy-Insocial interactionserviceService InnovationMultichannel knowledge managementGuest PostingAlan DeutschmanThe Life Stage Marketing summitStephen BrownStephen DayMonitoring employeescommunity 2.0Frequent flyersJD Power and Associatescustomer service lifestagesKathleen PetersonBrand ExperienceCustomer lifecycle measurementTom Nightingalesmall businessesCall center helpIBMSusan Reisingerbrand attributesTraining cirriculumwhole foods marketTulsa World.Sales revenueDelta Customer ServiceOptimizing Customer TrainingFrank EliasonkmartDigital Futurecustomer service statsDesignpositivityLive chatomcastCommerce bankfree market research webinarTake Your Customer to Work DayWarrentyUsefulness of CRMcustomer service ukCustomer Care Coachvirtual contact centersemployee satisfactionPeople ManagementOwens Graduate School of ManagementinvestorsCustomer Trainingcall for submissionsattend naccm 2010jp morgan chasenaccm customer 1stConWayCompanies taking responsibilityverizon eventinfoworldSpeaking at NACCMContesttellme serviceRobert J. Howardwyndham hotel groupQuality of foodPodcastPetSmartADTThe Virtual WalletMcDonaldsCustomers RockIdeaStormGeneration Ypurchase decisionsPost purchase customer servicedelta airlines newsNovemberRadian6Cook Inlet Tribal Schooltext messagingWorkforcecustomer 1st speaker profilescustomer service twitterpetsmart naccm 2010deploymentsonline websitesBusiness practicesFast Companycustomer service updatesFlorida Tourismcustomer service goalsBusiness growthCustomer StrategyDelMarva NowOrderingcustomers that cost moneycustomer service social networkingCustomer service at sprintDiscountsperformance marketingcalling customer serviceMacWEEKbrandingnew media marketingBlueflyjoshua karpfsensory logiccustomer service marketingCable customer serviceNaccm BlogTrace BelcherCloud ComputingBest BuyCustomer Management NewsNew York CitybridalMichael TchongTeam BondingTCELCustomers 1stCustomers loyaltyCAAHappinessUnhappy customersLeveraging current customersrebecca morganHome Call workersJason Trippcustomer 1st blogAbrecrombienGen Customer BusinessShipping chargesComcastMercury Newsadobe customer serviceBoyd BeasleyGolden RuleCustomer Service Executiveskevin stirzGenesysFresh DirectCustomer ThinkFidelity Investmentssoftware customer serviceattitudesjohn caddellAir Berlintarget customer serviceWorld News TongihtEconsultancyKeeping customersUS FlightsCustomer service innovationLands Endbest custome serviceSocial media toolscustuomer confidenceLocal customer serviceCXMListening to customersOnline customer servicecustomers and social mediaPublic transit customer servicemicrobloggingCustomers 1st ConferenceCustomer valueNewsletterscustomer managementJoAnna BrandiIngrid Lindbergiir eventsCustomers uninterruptedCustomer insightsUS NavyCustomers serviceMark ReussArkansas Western Gas CompanyMarilyn Suttlesocial media goalsFortunedeseret newsCustomer Experience Managementclear communicationThe Motley FoolVoice of the CustomerGovernment Customer Servicenaccm conferenceThink CustomersEdward AlbroNorma HuibregtsePersonal networkcustomer service guest bloggersFred Broceshopper marketing newsCustomer service weekMike LintonBruce TemkinJet BlueNew York TimesWalmartIdentifying customer needsAlex JarvisNever Eat AloneNACCM DiscountStop and Shopcustomer service naccm 2010budget cutsvalue propositioncanada customer serviceCustomers FirstDefinition of Customer Experience managementDisneyMarti BellerMoneyballUnited Customer serviceHewlett PackardAsia customer servicesales associatesCustomer RelevancyNACCM 2011Coldwater Creeksocial media and customer serviceEstee LauderMyspaceverizon FiOSLoyal customersvirgin media businesstarget hotlinevirgin ukhotel pointsCustomer service tipsVoC TransparencyBruce DresserIndustry Standardcustomer service topicsFree giftLaurie BrownSpecial buying programsService mistakesNACCM Livecustomer service cell phone carriersCustomers are alwaysRuss Vernontestimonialsbusiness valueConstant ContactLeadersgizmodoCustomer ChampionsNew York Yankees1to1mediaCRM Meritsgeneral motorslife stage marketingBrain stormingCustomer touch pointsFreshDirectpoor customer serviceVIP Scotrade CommunityblogWeb 2.0In N OutEmployees burn outGregory NorthRelateRobert Stephensrecruiting employeesEvaluateHealth CareNetFlixspeech analyticsNew Product DevelopmentCustomer focusFerrazzi GreenlightJanesvilleOnline bankingrichard braddockBusiness Weekcustomer-centric culturemashableinterpersonal communication skillsT-MobileThis 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 (Jennifer)Blogger562125noreply@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-8298120089585010782Fri, 27 Jan 2012 20:04:00 +00002012-01-27T15:05:08.680-05:00As we move into 2012 and start looking forward to the next Total Customer Experience Leaders (TCEL) Summit, we'd like to occasionally share with you some of our favorite resources from around the web on customer experience, customer experience design, and customer-centricity. Worth downloading if you're struggling to maintain customer loyalty in a “doing more with less” environment: this http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/X_qjC6Q44RA/customer-news-of-week-crm-ccos-cmos-oh.htmlnoreply@blogger.com (Michelle)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/X_qjC6Q44RA" height="1" width="1"/>http://customers1st.blogspot.com/2012/01/customer-news-of-week-crm-ccos-cmos-oh.htmltag:blogger.com,1999:blog-4240814272782162921.post-4211095562488355392Wed, 25 Jan 2012 21:04:00 +00002012-01-25T16:04:10.343-05:00 The Institute for International Research (IIR) presents: Total Customer Experience Leaders Summit June, 2012 in Boston, MA  Due to the high volume of submissions, we suggest you submit your proposal early and no later than Friday, January 27, 2012 to Stacy Levyn, Conference Producer at slevyn@iirusa.com or 646.895.7335. Total Customer Experience Leaders is an event that showcases trends, http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/3a_hYiZnBs0/total-customer-experience-leaders-call.htmlnoreply@blogger.com (Michelle)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/3a_hYiZnBs0" height="1" width="1"/>http://customers1st.blogspot.com/2012/01/total-customer-experience-leaders-call.htmltag:blogger.com,1999:blog-4240814272782162921.post-9220112605812485938Fri, 20 Jan 2012 17:16:00 +00002012-01-20T12:17:21.895-05:00Customer Experiencecustomer feedbackTCELAs we move into 2012 and start looking forward to the next Total Customer Experience Leaders (TCEL) Summit, we'd like to occasionally share with you some of our favorite resources from around the web on customer experience, customer experience design, and customer-centricity. Here are this week's picks: The Social Customer named 2012 "The Year Social Marketing and Social Customer Service Get http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/SaVVx0pQ4Og/customer-news-of-week-getting-social.htmlnoreply@blogger.com (Michelle)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/SaVVx0pQ4Og" height="1" width="1"/>http://customers1st.blogspot.com/2012/01/customer-news-of-week-getting-social.htmltag:blogger.com,1999:blog-4240814272782162921.post-8999454208553827882Fri, 13 Jan 2012 17:12:00 +00002012-01-13T12:12:09.434-05:00As we move into 2012 and start looking forward to the next Total Customer Experience Leaders Summit, we'd like to occasionally share with you some of our favorite resources from around the web on customer experience, customer experience design, and customer-centricity. Here are this week's picks: "Understanding and Delivering Customer Experiences that Count", this round-up by Prophet discusses http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/OEoOPDoLYwM/this-week-in-customer-experience.htmlnoreply@blogger.com (Michelle)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/OEoOPDoLYwM" height="1" width="1"/>http://customers1st.blogspot.com/2012/01/this-week-in-customer-experience.htmltag:blogger.com,1999:blog-4240814272782162921.post-3945117865153101154Tue, 10 Jan 2012 19:45:00 +00002012-01-10T14:45:47.297-05:00call for presentersTCELThe Institute for International Research (IIR) presents: Total Customer Experience Leaders Summit, June, 2012 Due to the high volume of submissions, we suggest you submit your proposal early and no later than Friday, January 13, 2012 to Stacy Levyn, Conference Producer at slevyn@iirusa.com or 646.895.7335. Total Customer Experience Leaders is an event that showcases trends, insights and best http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/7jMMSWTj9aQ/call-for-presenters-total-customer.htmlnoreply@blogger.com (Michelle)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/7jMMSWTj9aQ" height="1" width="1"/>http://customers1st.blogspot.com/2012/01/call-for-presenters-total-customer.htmltag:blogger.com,1999:blog-4240814272782162921.post-3044399261907561646Wed, 04 Jan 2012 17:47:00 +00002012-01-04T12:47:35.431-05:002012digital strategyStorytellersCustomer TrendsI came across this discussion on Focus this morning and thought it would be the perfect way to start off 2012 here on the Customer's 1st blog.  As we saw throughout 2011, customers are increasingly empowered to share their experiences (be it via Twitter, Mobile Apps, or elsewhere online) leading to the need for a holistic digital customer experience strategy. As we conducted our TCEL podcast http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/SgKsm5O_0js/welcome-to-2012-year-or-decade-of.htmlnoreply@blogger.com (Michelle)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/SgKsm5O_0js" height="1" width="1"/>http://customers1st.blogspot.com/2012/01/welcome-to-2012-year-or-decade-of.htmltag:blogger.com,1999:blog-4240814272782162921.post-3498532803872185769Tue, 06 Dec 2011 17:43:00 +00002011-12-06T12:43:30.059-05:00NACCM 2011HappinessNACCMNACCM 2011 may be behind us, but that doesn't mean we've run out of insights from the event. NACCM speaker JoAnna Brandi (who's session our guest bloggers covered here and here) is releasing her insights today via her "Return on Happiness" email list as well as the PowerPoint slides from her session "The Spillover Effect: How Positive Work Cultures Enable." Subscribe to her list to get access.http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/X0VlpHLSsL4/catch-up-on-customer-care-tips.htmlnoreply@blogger.com (Michelle)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/X0VlpHLSsL4" height="1" width="1"/>http://customers1st.blogspot.com/2011/12/catch-up-on-customer-care-tips.htmltag:blogger.com,1999:blog-4240814272782162921.post-3932530116008584510Wed, 23 Nov 2011 20:36:00 +00002011-11-30T12:28:06.246-05:00thunder okcPete WinemillerNACCM 2011311 Customer serviceDefinitions of Click: To be a great success; to function well together; to hit it off; to become clear; to interact with another or others; to communicate; to connect; to be on the same wavelength.Well, I clicked with Pete Winemiller, Senior VP of Guest Relations for the Thunder OKC - franchise of the NBA. His message at the NACCM Conference on How Strong Leaders Facilitate Moments that Matterhttp://feedproxy.google.com/~r/NaccmsCustomers1st/~3/tSQz0vobeDM/click-it-with-pete-winemiller.htmlnoreply@blogger.com (Connie)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/tSQz0vobeDM" height="1" width="1"/>http://customers1st.blogspot.com/2011/11/click-it-with-pete-winemiller.htmltag:blogger.com,1999:blog-4240814272782162921.post-643310112243505549Fri, 18 Nov 2011 03:08:00 +00002011-11-17T23:21:50.324-05:00attitudesNACCM 2011Customer ServiceThe Disney InstituteYesterday NACCM joined ProjectWorld® & World Congress for Business Analysts® for a joint session from The Disney Institute on "The “Magic” Behind Great Teamwork: Disney’s Approach to People Management." In this session we discussed some of the ways that Disney provides great service by starting with dedicated cast members who feel like part of a team. Walt Disney created the structure of "firsthttp://feedproxy.google.com/~r/NaccmsCustomers1st/~3/qW67kYEfh2M/naccm-live-disney-institute-in-photos.htmlnoreply@blogger.com (Michelle)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/qW67kYEfh2M" height="1" width="1"/>http://customers1st.blogspot.com/2011/11/naccm-live-disney-institute-in-photos.htmltag:blogger.com,1999:blog-4240814272782162921.post-5598981700965491743Wed, 16 Nov 2011 04:26:00 +00002011-11-16T00:02:47.435-05:00We're through the second day of the 2011 NACCM conference and a major sticking point came during lunch through candid conversation. Now at our table, whilst picking over our salads, fellow attendees were discussing our "Generation Z", the people who will be handed the reigns, describing them as possibly apathetic (in so many words). When I say "apathetic" I may be too harsh in translating their http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/9lBct8fdmt0/but-what-do-i-do-without-my-cell-phone.htmlnoreply@blogger.com (CB)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/9lBct8fdmt0" height="1" width="1"/>http://customers1st.blogspot.com/2011/11/but-what-do-i-do-without-my-cell-phone.htmltag:blogger.com,1999:blog-4240814272782162921.post-6219650107647018173Tue, 15 Nov 2011 18:17:00 +00002011-11-15T20:07:58.858-05:00naThe sessions for the NACCM continue in the afternoon to inform, inspire and entertain. My notebook was full with insights, strategies, new stories and examples to share with my audiences and clients. Attendees will return to their offices and present a new approach to an old idea or remind all about the intrinsic value of company philosophy on culture, loyalty and the customer experience. http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/d8oVoRtUFDI/happiness-continues-into-afternoon.htmlnoreply@blogger.com (Connie)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/d8oVoRtUFDI" height="1" width="1"/>http://customers1st.blogspot.com/2011/11/happiness-continues-into-afternoon.htmltag:blogger.com,1999:blog-4240814272782162921.post-2852485095143504197Tue, 15 Nov 2011 00:22:00 +00002011-11-15T16:59:04.655-05:00Randall BrandtCustomer Satisfaction surveysCustomer EngagementMaritz ResearchSignature Flight SupportNACCM 2011naccm 2011 pre conferencePeople MetricsCustomer ServiceThe North American Conference on Customer Management began with great speakers with informative and entertaining messages about Managing Customer Satisfaction. The attendees shared about their objective to return to their workplace with new ideas, renewed commitment, and inspiration to lead their teams. You could see heads nodding in the room as these managers agreed on principles, challenges, http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/jTBsn-qNokQ/got-happiness-naccm-provides-solutions.htmlnoreply@blogger.com (Connie)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/jTBsn-qNokQ" height="1" width="1"/>http://customers1st.blogspot.com/2011/11/got-happiness-naccm-provides-solutions.htmltag:blogger.com,1999:blog-4240814272782162921.post-2705437993439090919Mon, 14 Nov 2011 18:12:00 +00002011-11-15T16:58:26.193-05:00naccm 2011 pre conferenceWe've made it through the first half of the Pre-Conference Loyalty Summit. All our speakers at least touched on the importance of customer feedback, and it got me wondering if I'm not utilizing what I have as well as I could be. Because my user base is more niche, we depend a lot more on having individual powerful advocates and their praise. To collect this information on a regular basis I http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/8xIgemNFDww/stretching-customer-feedback.htmlnoreply@blogger.com (CB)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/8xIgemNFDww" height="1" width="1"/>http://customers1st.blogspot.com/2011/11/stretching-customer-feedback.htmltag:blogger.com,1999:blog-4240814272782162921.post-2632787069845424523Fri, 11 Nov 2011 14:53:00 +00002011-11-11T09:56:15.153-05:00<!--StartFragment--> Chris Black here, your friendly guest blogger giving you the inside scoop from NACCM 2011. As a newbie to NACCM, I’m hoping to not only give insight to the great content I’ll be viewing, but to also give future attendees a good idea of what they can expect in coming years. A little about me – As a director of customer support and rollout at my company, I love my http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/5qvjGk7I7ac/hello-my-name-is.htmlnoreply@blogger.com (CB)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/5qvjGk7I7ac" height="1" width="1"/>http://customers1st.blogspot.com/2011/11/hello-my-name-is.htmltag:blogger.com,1999:blog-4240814272782162921.post-2377785437476073361Tue, 08 Nov 2011 18:12:00 +00002011-11-08T17:07:45.498-05:00NACCM 2011DSWZapposSouthwest AirlinesOklahoma City Thunder311 Customer serviceVolkswagen of AmericaBest Buynationwide InsuranceThe Disney InstituteMy appointment is made for the hair stylist, clothing is selected for a great first impression, flight and hotel reservations are made, and the celebrity list is out-of-sight. Just in case you are thinking that I am headed to Nashville to attend the Country Music Awards on Wednesday night, that is not the reason for my state of mind. Next week, I am attending the 2011 NACCM Conference in http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/LukN8NtJBEI/red-carpet-not-exactly.htmlnoreply@blogger.com (Connie)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/LukN8NtJBEI" height="1" width="1"/>http://customers1st.blogspot.com/2011/11/red-carpet-not-exactly.htmltag:blogger.com,1999:blog-4240814272782162921.post-9053825755709736506Tue, 08 Nov 2011 14:20:00 +00002011-11-08T09:20:00.897-05:00NACCM LiveNACCMHeaded to NACCM next week? Take a look at these photos from our 2010 event to preview your experience: Be it inspirational keynotes, networking or stunning stories from 1to1 Media Customer Champion award winners NACCM is sure to be an exciting experience! Not to be missed: Our top rated session of last year's event with Bill Greenwald, Director, Performance Coaching and Advisory Practice (http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/JUJa5FczN30/pre-event-preview-naccm-2010-in-photos.htmlnoreply@blogger.com (Michelle)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/JUJa5FczN30" height="1" width="1"/>http://customers1st.blogspot.com/2011/11/pre-event-preview-naccm-2010-in-photos.htmltag:blogger.com,1999:blog-4240814272782162921.post-1524149986951207088Fri, 04 Nov 2011 17:14:00 +00002011-11-04T13:14:47.934-04:00NACCM 2011testimonialsNACCMTime is running out!  The North American Conference on Customer Management is in 2 weeks! We think it's our best NACCM yet- with keynotes from Peter Guber, Author of Tell to Win and Jamie Noughton, Chief Culture Ambassador at Zappos. But don't just take our word for it! Hear from your peers why NACCM is the event to attend: "I've attended and spoken to many conferences over the years and NACCMhttp://feedproxy.google.com/~r/NaccmsCustomers1st/~3/hE5mIUCexzQ/hear-what-your-peers-are-saying-about.htmlnoreply@blogger.com (Michelle)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/hE5mIUCexzQ" height="1" width="1"/>http://customers1st.blogspot.com/2011/11/hear-what-your-peers-are-saying-about.htmltag:blogger.com,1999:blog-4240814272782162921.post-1357628908853254919Tue, 01 Nov 2011 14:54:00 +00002011-11-01T10:54:52.997-04:00Storyteller Spotlight SeriesNACCM 2011customer service podcastNACCMIn this, the final episode of our 2011 Storyteller Spotlight podcast series before we arrive at the 2011 NACCM event, I spoke with Pete Winemiller, Senior Vice President, Guest Relations of the NBA's Oklahoma City Thunder. Pete will be presenting "How Strong Leaders Facilitate Moments that Matter" on Tuesday, November 15th at NACCM. People do not remember days, they remember moments – Momentshttp://feedproxy.google.com/~r/NaccmsCustomers1st/~3/TiJxMkySTFs/storyteller-spotlight-series-pete.htmlnoreply@blogger.com (Michelle)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/TiJxMkySTFs" height="1" width="1"/>http://customers1st.blogspot.com/2011/11/storyteller-spotlight-series-pete.htmltag:blogger.com,1999:blog-4240814272782162921.post-7948545536746293760Thu, 27 Oct 2011 17:32:00 +00002011-10-27T13:32:18.611-04:00NACCMThe North American Conference on Customer Management is less than 3 weeks away. The industry's leading companies will be attending - don't get left behind - gain the skills, insights and techniques you need to be more valuable to yourself, your team and your organization. Take a look at the companies who've already signed on to attend: 1to1 Media, ABS-CBN International, American Cancer Society,http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/cjYZtMAs2CE/see-whos-attending-naccm.htmlnoreply@blogger.com (Michelle)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/cjYZtMAs2CE" height="1" width="1"/>http://customers1st.blogspot.com/2011/10/see-whos-attending-naccm.htmltag:blogger.com,1999:blog-4240814272782162921.post-6505616180314756743Wed, 26 Oct 2011 14:45:00 +00002011-10-26T10:45:38.545-04:00customer service guest bloggersNACCMEarn a complimentary All-Access pass to NACCM by serving as a guest-blogger! As a guest blogger, you’ll have access to NACCM's comprehensive agenda attracting the best in insights from around the world. For the past 9 years, NACCM: the North American Conference on Customer Management has been your most trusted partner for peer-to-peer sharing. Welcome to an all new journey through the personal http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/aKTHtZpPdL4/earn-complimentary-pass-to-this-years.htmlnoreply@blogger.com (Michelle)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/aKTHtZpPdL4" height="1" width="1"/>http://customers1st.blogspot.com/2011/10/earn-complimentary-pass-to-this-years.htmltag:blogger.com,1999:blog-4240814272782162921.post-6721918890900473647Tue, 25 Oct 2011 15:29:00 +00002011-10-25T11:29:18.256-04:00Storyteller Spotlight SeriesIn the most recent episode of the 2011 NACCM Storyteller Spotlight Series I had the pleasure of chatting with Bill Greenwald, Director, Performance Coaching and Advisory Practice at Humana, Inc. Bill will be leading a full day leadership workshop at NACCM this year that will be a deep dive into the well-received 45 minute session he lead in 2010. To learn more about the session, listen to the http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/jN1-LmZPuYo/storyteller-spotlight-series-bill.htmlnoreply@blogger.com (Michelle)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/jN1-LmZPuYo" height="1" width="1"/>http://customers1st.blogspot.com/2011/10/storyteller-spotlight-series-bill.htmltag:blogger.com,1999:blog-4240814272782162921.post-881487925763421745Mon, 24 Oct 2011 15:45:00 +00002011-10-24T11:45:44.365-04:00Customer Champions1to1mediaNACCM 1to1media has released the latest list of the 2011 1to1 Customer Champions and unsurprisingly, NACCM speaker Tom Feeney, President and CEO of Safelite AutoGlass has been honored for his commitment to increasing employee engagement to drive customer delight. Read the full report and list of new 1to1 Customer Champions here. At this year's NACCM, Tom will be presenting  "Creating a http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/S_xWA-SmXcM/naccm-storyteller-honored-as-customer.htmlnoreply@blogger.com (Michelle)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/S_xWA-SmXcM" height="1" width="1"/>http://customers1st.blogspot.com/2011/10/naccm-storyteller-honored-as-customer.htmltag:blogger.com,1999:blog-4240814272782162921.post-4932840292933660641Thu, 20 Oct 2011 20:59:00 +00002011-10-20T16:59:35.428-04:00NACCM 2011ZapposWant to hear a truly extraordinary customer service story? Zaz Lamarr meant to return some shoes to Zappos, but her mom passed away and, naturally, she just didn't have time. Zappos arranged to have UPS come pick up the shoes - and then send her flowers: "When I came home this last time, I had an email from Zappos asking about the shoes, since they hadn't received them. I was just back and http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/1VYbKcYEzg4/learn-ins-and-outs-of-how-zappos-treats.htmlnoreply@blogger.com (Michelle)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/1VYbKcYEzg4" height="1" width="1"/>http://customers1st.blogspot.com/2011/10/learn-ins-and-outs-of-how-zappos-treats.htmltag:blogger.com,1999:blog-4240814272782162921.post-994546867275093041Tue, 18 Oct 2011 13:29:00 +00002011-10-18T09:29:00.394-04:00Customer ExperienceMaritz ResearchWeb seminarCEMOn October 12th, Dave Fish of Maritz Research presented our webinar "Do You Have Customer Experience Assassins?"Customer Experience Angels and Assassins. They're out there ...lurking... but who are they and where are they? Organizations measuring customer satisfaction need to know who they are and where they are. Researchers need to understand them. This Web cast explains who they are, where http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/koBMmaiNAyg/do-you-have-customer-experience.htmlnoreply@blogger.com (Michelle)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/koBMmaiNAyg" height="1" width="1"/>http://customers1st.blogspot.com/2011/10/do-you-have-customer-experience.htmlen-usnonadult