tag:blogger.com,1999:blog-4240814272782162921Thu, 07 Jan 2010 17:56:22 +0000Customers 1stThis 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 (Yemil)Blogger378125noreply@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.gifSome Rights ReservedNaccmsCustomers1sthttp://feedburner.google.comtag: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 ServiceNACCMAirlines continue to cut customer serviceAccording 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 serviceCompanies looking to social customer service post-holidayAccording 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 1stHappy 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 eventsOFFICIAL CALL FOR PRESENTERS - Submission Deadline EXTENDED The Life Stage Marketing Summit Uncovering Opportunities for High Priority SegmentsEmail 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 serviceBudget cuts axe KS Medicaid customer service lineThe 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 worldPoor Customer Service Costs BillionsDestinationCRM.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 marketsCustomer service strategy more important in 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 ServiceNACCMImproving Customer Service Phone SkillsHere'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 2010USAToday: Social media like Twitter change customer serviceBy 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 BusinesspositivityHeart Based Service ExpoI 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 ServiceNACCMBest customer service according to shoppersThe 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 ServiceNACCMEconsultancyTreat your Customers Right this Holiday SeasonHere'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 tips5 Ways to Flub Customer ServiceSamuel 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 FutureDangersDrivingNACCMDead from Distraction?Like 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 ServiceNACCMCutting off the customerThe 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 ServiceNACCM 2009: An interview with Allegiance, Inc.Guest 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 mediaNACCM 2009: Do you outsource your social media work?Guest 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 2009NACCM 2009: In PhotosDay 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 +00002009-11-05T22:43:29.460-05:00We Can Change the WorldWhile 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 valueNACCM 2009: Make Customer Strategy a Reality: Moving from Vision to Execution – Implementing Your Customer Strategy with SpeedAs 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.htmltag:blogger.com,1999:blog-4240814272782162921.post-3334080247241621474Fri, 06 Nov 2009 01:22:00 +00002009-11-06T00:07:40.822-05:00Customer Experiencecore valuesbuild relationshipsnaccm 2009Zappos.comNACCM 2009: Culture in Action: Applying the Zappos.com Culture to Your Organization – Building a Brand that MattersWhat does Oprah, ABC Nightline and 60 Minutes have in common? They all have featured the online retailer Zappos.com because of their customer service excellence. Maura Sullivan, Customer Loyalty Team Manager shared how Zappos.com leadership, under the direction of CEO Tony Hsieh, has built a solid foundation on customer and employee centricity.Founded in 1999, Zappos.com has grown to a total of http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/JK6ha5LqeHg/naccm-2009-culture-in-action-applying.htmlnoreply@blogger.com (Captivated Customers)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/JK6ha5LqeHg" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-culture-in-action-applying.htmltag:blogger.com,1999:blog-4240814272782162921.post-7566291322157463572Fri, 06 Nov 2009 01:10:00 +00002009-11-06T00:09:14.455-05:00Monitoring employeesnaccm 2009Regence BlueCrossBlueShieldCustomer Servicecustomer feedbackNACCM 2009: Hello, How Can I Help You? Real-World - Feedback to Transform Your Service DeliveryThe presentation began with the audience listening to heartfelt, recorded messages from Regence BlueCrossBlueShield customers. Here are a few of the comments they shared:“So appreciative of the work everyone is doing on my behalf”“I am so very grateful to you”“You guys are wonderful”“You are awesome”“I’ve never had an insurance company like this before”Joanne Gholtston Vice President, Customer http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/0tr65Z89Aew/naccm-2009-hello-how-can-i-help-you.htmlnoreply@blogger.com (Captivated Customers)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/0tr65Z89Aew" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-hello-how-can-i-help-you.htmltag:blogger.com,1999:blog-4240814272782162921.post-4543240243317119708Thu, 05 Nov 2009 23:21:00 +00002009-11-05T18:28:03.924-05:00internal marketingbrand ambassadorsrecruiting employeesNACCM 2009 LIVE: Living The Brand. How Marketing can Partner with HR to Create Better Brand and Customer ExperiencesTom Nightingale’s goal is to help make marketing everyone’s best friend, every day. That makes sense because he’s the Chief Marketing Officer of Con-way, Inc., one of the largest trucking/hauling companies in the world. But what may surprise you is that one-third of Tom’s efforts deals with helping Con-way recruit and hire the best employees and candidates. The three pillars of Con-way’s http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/w8VuSxUkP5I/naccm-2009-live-living-brand-how.htmlnoreply@blogger.com (sparkspace)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/w8VuSxUkP5I" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-live-living-brand-how.htmltag:blogger.com,1999:blog-4240814272782162921.post-7747277252630112290Thu, 05 Nov 2009 22:49:00 +00002009-11-05T18:20:49.517-05:00net promoter scoresNACCM Live 2009customer feedbackNACCM 2009 LIVE: How Travelocity uses customer information to create a Customer Service CultureWhen you’re one of the largest travel agencies in the U.S., and you manage the majority of your business through the web, you’ve got an interesting set of customer service challenges. Travelocity is a very well-know portal for purchasing travel, not just in the U.S., but around the world through Travelocity.com, Travelocity Business, zugi, travelguru.com and more. All of this traffic is http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/FuRIRYOcpno/naccm-2009-live-how-travelocity-uses.htmlnoreply@blogger.com (sparkspace)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/FuRIRYOcpno" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-live-how-travelocity-uses.htmltag:blogger.com,1999:blog-4240814272782162921.post-568278736889494288Thu, 05 Nov 2009 22:42:00 +00002009-11-05T17:49:36.516-05:00Customer centricityNACCM Live 2009Customer loyaltyNACCM 2009 LIVE: Preparing for Customer Centricity 2020: How o Evolve the People, the Process & Technology to Meet Future needs"If we're in a service economy, what's next?"That’s the question Bo McBee, Vice President of Enterprise Total Customer Experience and Quality for Hewlett Packard., posed to the general session on Day 3 of the NACCM Customer’s 1st Conference. It’s Bo’s job to think about these things. As he puts it, “At HP, the future is coming at us fast. It’s borderline chaos.” In fact, he’s never sent the http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/RnknQZ6Mook/naccm-2009-live-preparing-for-customer.htmlnoreply@blogger.com (sparkspace)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/RnknQZ6Mook" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-live-preparing-for-customer.htmlen-usnonadult