tag:blogger.com,1999:blog-4240814272782162921Tue, 10 Nov 2009 21:50:14 +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)Blogger364125noreply@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-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)0<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.htmltag:blogger.com,1999:blog-4240814272782162921.post-8723507653464424265Thu, 05 Nov 2009 19:30:00 +00002009-11-06T00:10:30.098-05:00Customer Service Experiencenaccm 2009CRMEmily YellinCustomer Relationship ManagementNACCM 2009: The Little Things Are the Biggest Things“Oh no you didn’t!” Have you said this to yourself after having an unbelievably disrespectful or frustrating experience on a customer service call? Emily Yellin, author of Your Call is (Not That) Important to Us, shared with us that we should focus on the little things that have the biggest impact on service.Yellin is a Journalist who has traveled the globe covering 4 continents to talk to CEOshttp://feedproxy.google.com/~r/NaccmsCustomers1st/~3/G0rPT4Btrm0/naccm-2009-little-things-are-biggest.htmlnoreply@blogger.com (Captivated Customers)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/G0rPT4Btrm0" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-little-things-are-biggest.htmltag:blogger.com,1999:blog-4240814272782162921.post-9145754116605191481Thu, 05 Nov 2009 17:57:00 +00002009-11-06T00:27:30.426-05:00NACCM Live 2009Customer loyaltycustomer 1st blogCustomer ServiceEmotionomicsdan hillNACCM 2009: Saving Customer Ryan: The Power of Emotional Brand EquitySaving Customer Ryan: The Power of Emotional Brand EquityDan Hill, Author, Emotionomics Dan decided to figure out how to bring emotions into business. Brain science breakthroughs have changed and we have always been, “I feel, therefore I am.” And this is now shown through brain science. We are Homer Simpson, we think and act with our emotions.We have a 3-part brain. Sensory, emotional, rational http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/4nU5emp4QAI/naccm-2009-saving-customer-ryan-power.htmlnoreply@blogger.com (Jennifer)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/4nU5emp4QAI" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-saving-customer-ryan-power.htmltag:blogger.com,1999:blog-4240814272782162921.post-6829835662901592101Thu, 05 Nov 2009 07:22:00 +00002009-11-05T18:58:33.220-05:00Customer Experiencecustomer needsnaccm 2009OnCureadobe customer serviceNACCM 2009: Innovating the Service Experience on a Dime: Overcoming Resource Limitations by Taking a Differentiated ApproachExperience and service are two different aspects of our businesses. We can’t create experiences, they happen based on multiple variables. Experiences are co-created says Ryan Armbruster, recent SVP, Chief Experience Officer for Oncure. The best we can do is to deliver great service, and Armbruster believes that should be our focus.Oncure Medical Corp. is a nationwide network of free-standing http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/AF8CbBnwxWY/naccm-2009-innovating-service.htmlnoreply@blogger.com (Captivated Customers)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/AF8CbBnwxWY" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-innovating-service.htmltag:blogger.com,1999:blog-4240814272782162921.post-6946690926011690131Thu, 05 Nov 2009 06:32:00 +00002009-11-06T00:35:00.657-05:00servant heartFront line workersSouthwest Airlinesnaccm 2009Customer CommunicationGolden RuleNACCM 2009: From Emotion to Devotion: Wiring the Experience with Humanity to Drive Loyalty. Planes and People Making LUV ConnectionsWe’ve all heard it said that we should put our customers first. Southwest Airlines doesn’t think so. Their philosophy is to put employees first. In fact, the company believes that happy employees = happy customers = happy shareholders, says Teresa Laraba, Vice President of Ground Operations for Southwest Airlines.Southwest began in 1971 with 3 aircrafts serving 3 cities. Today, under the http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/SnWmMLQbsds/naccm-2009-from-emotion-to-devotion.htmlnoreply@blogger.com (Captivated Customers)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/SnWmMLQbsds" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-from-emotion-to-devotion.htmltag:blogger.com,1999:blog-4240814272782162921.post-8463289864151205974Thu, 05 Nov 2009 03:52:00 +00002009-11-04T23:02:16.246-05:00NACCM Live 2009customer service trainingPerformance Support TrainingNACCM 2009 LIVE: Designing and Developing Performance-Support Learning ProgramsUnderstanding the difference between training and learning is absolutely critical to developing Performance-Support Learning Programs, according to Kathleen Peterson, Chief Vision Officer, Powerhouse Consulting. Kathleen opened her session with a funny song about the solution to all call center woes is to add “more staffing on the line.” Of course, more staffing is not the answer. More educated http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/g0JSXtbe1DA/naccm-2009-live-designing-and.htmlnoreply@blogger.com (sparkspace)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/g0JSXtbe1DA" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-live-designing-and.htmltag:blogger.com,1999:blog-4240814272782162921.post-4234452202080311871Thu, 05 Nov 2009 03:45:00 +00002009-11-04T22:52:39.885-05:00NACCM 2009 LIVE: Frugality is Reality! Management Imperatives for Leading on a Limited BudgetJohn McQuaig loves call centers. He’s been working in and around call centers for twenty years. While many call centers deal with selling products or fixing problems, John’s call center has a much more sensitive purpose. John is the Executive Director in charge of the call centers for St. Jude’s Children’s Hospital 70% of money that St. Jude’s raises comes from people on the street, and much of http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/pcEnU2NpGCI/naccm-2009-live-frugality-is-reality.htmlnoreply@blogger.com (sparkspace)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/pcEnU2NpGCI" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-live-frugality-is-reality.htmltag:blogger.com,1999:blog-4240814272782162921.post-8142057122201802052Thu, 05 Nov 2009 03:26:00 +00002009-11-04T22:45:20.499-05:00Quality Driven ManagementNACCM Live 2009QDMculture transformationNACCM 2009 LIVE: Global Culture Transformation; Changing The Behavior of Leaders at LevelsYou’ve got to love somebody who calls themselves a “quality geek” like Gloria Roberts does. She’s the Staff Vice President of Service Experience at FedEx Corporation. Having a quality geek in charge of the service experience is definitely a good move. Gloria stated her most important point right up front: Customer centricity is about aptitude, attitude, and action. It’s imperative for a companyhttp://feedproxy.google.com/~r/NaccmsCustomers1st/~3/JFyRdaYbzkM/naccm-2009-live-global-culture.htmlnoreply@blogger.com (sparkspace)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/JFyRdaYbzkM" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-live-global-culture.htmltag:blogger.com,1999:blog-4240814272782162921.post-6984506779547629041Thu, 05 Nov 2009 00:31:00 +00002009-11-04T23:56:35.962-05:00FadsMapsFacebookNACCM Live 2009Customers 1stMichael TchongGPSTwitterCustomer TrendsNACCMNACCM 2009: I Want To Tweet You UpI Want To Tweet You Up: What Emerging Customer Trends Mean for Your BusinessMichael Tchong, Trend Analyst & Founder, UbercoolWe should begin by discriminating trends from fads. Trends are consumer value changes. The best way to predict consumer behaviorUbertrend – major movement, pattern or wave, emerging in the consumer lifestyleDigital lifestyle – marriage between man and machineThe http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/T-6q2yWLZb0/naccm-2009-i-want-to-tweet-you-up.htmlnoreply@blogger.com (Jennifer)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/T-6q2yWLZb0" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-i-want-to-tweet-you-up.htmltag:blogger.com,1999:blog-4240814272782162921.post-3215366680079601681Wed, 04 Nov 2009 23:20:00 +00002009-11-06T00:17:30.526-05:00Customer ExperienceIngrid LindbergCustomer StrategyGartner Gold AwardHealth CareCignaNACCMNACCM 2009: Achieving Critical Clarity: How Improving the Customer Experience Increases Customer Understanding, Persistency and ParticipationIt’s no wonder that Cigna just won the Gartner Gold Award for Customer Strategy and Customer Experience Excellence. Ingrid Lindberg, Customer Experience Officer with Cigna, shared with us the strategies that they implemented to get them where they are today.Four years ago, Cigna’s CEO took the company in a new direction to make the health care business more user-friendly and to build trust. Cignahttp://feedproxy.google.com/~r/NaccmsCustomers1st/~3/P0gN14_v5gs/naccm-2009-achieving-critical-clarity.htmlnoreply@blogger.com (Captivated Customers)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/P0gN14_v5gs" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-achieving-critical-clarity.htmltag:blogger.com,1999:blog-4240814272782162921.post-1135421322925407114Wed, 04 Nov 2009 22:44:00 +00002009-11-04T23:40:38.581-05:00NACCM Live 2009Brand ExperienceHSNCall center operationsHome Call workersRichardo WeldHome Shopping NetworkNACCM 2009: High Performance Work at Home reps, a Building Block for Creating a Customer-Centric EnvironmentRicardo Weld, Director HSN, Performance Support Services, Home Shopping Network The web complements the television channel. They have emerging channels, what a customer wants, when she wants. They’re also on video on demand to find the products you want for your remote control.Mission: The delivery the joy and excitement of new discoveries every day. HSN today isn’t about hard sales, it’s http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/p38cAxdtrTM/naccm-2009-high-performance-work-at.htmlnoreply@blogger.com (Jennifer)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/p38cAxdtrTM" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-high-performance-work-at.htmltag:blogger.com,1999:blog-4240814272782162921.post-6729153172780930493Wed, 04 Nov 2009 22:08:00 +00002009-11-04T23:17:46.114-05:00BurkeNACCM Live 2009UnderbankedScotiaBankLatin Americabrand attributesNACCM 2009: From Toronto to Trinidad: Measuring Scotiabank's Brand and Service across international BoundariesCathy Daniels, Director, Customer Insights and Measurement, ScotiaBank International Banking & Joseph E. Toole, Vice President, Client Services, Burke, Inc.ScotiaBank is in 48 countries and 5.5 milion customers. They are currently expanding into Latin America to reach those who are unbanked in the Caribbean. Their core purpose is to help customers become better off. In Canada, their motto is “http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/uPq_sz1NrGk/naccm-2009-from-toronto-to-trinidad.htmlnoreply@blogger.com (Jennifer)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/uPq_sz1NrGk" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-from-toronto-to-trinidad.htmltag:blogger.com,1999:blog-4240814272782162921.post-7097990010493667258Wed, 04 Nov 2009 21:55:00 +00002009-11-04T16:57:25.398-05:00NACCM Live 2009Kathleen PetersonNACCM 2009: A message from Kathleen PetersonKathleen Peterson, the 2009 NACCM: Customers 1st Conference Chair met with us this morning to let us know how the conference was going and what she's looking forward to over the next few days.http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/vtWyYsN8OBs/naccm-2009-message-from-kathleen.htmlnoreply@blogger.com (Jennifer)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/vtWyYsN8OBs" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-message-from-kathleen.htmltag:blogger.com,1999:blog-4240814272782162921.post-6911390859273186120Wed, 04 Nov 2009 21:42:00 +00002009-11-04T16:51:35.505-05:00NACCM Live 2009Ken PowagaCustomer profitabilityMeasuring customer churnBad customersGfK Custom LoyaltyCustomer churnNACCM 2009: Profiting from Customer ChurnProfiting from Customer ChurnKen Powaga, Senior Vice President, GfK Customer Research-North AmericaIs profiting from customer churn an oxymoron? The only good churn Ken’s heard from involves milk churning into butter.Customers as assets. They’re the most important asset. They contribute to company success, employee motivation, quality, customer satisfaction and more. Each stage needs a metrichttp://feedproxy.google.com/~r/NaccmsCustomers1st/~3/JTuEcHuP1Lk/naccm-2009-profiting-from-customer.htmlnoreply@blogger.com (Jennifer)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/JTuEcHuP1Lk" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-profiting-from-customer.htmltag:blogger.com,1999:blog-4240814272782162921.post-8571869218686377443Wed, 04 Nov 2009 20:56:00 +00002009-11-04T17:22:10.839-05:00Olympics marketingRick BurtonNACCM Live 2009Creativity2008 Beijing OlympicsCustomer valueNACCM 2009: Going for Gold: Living Up to Olympic Size ExpectationsGoing for Gold: Living Up to Olympic Size ExpectationsRick Burton, CMO, United States Olympic Committee 2008, David Falk Professor of Sport Management, Syracuse University and Co-founder of SportgivingMost of the attendees know more about service customers than Mr. Burton. But he will share a few stories that challenge our thoughts and return the messages back to our businesses.Burton has had http://feedproxy.google.com/~r/NaccmsCustomers1st/~3/DQ7g-NDnkoY/naccm-2009-going-for-gold-living-up-to.htmlnoreply@blogger.com (Jennifer)0<img src="http://feeds.feedburner.com/~r/NaccmsCustomers1st/~4/DQ7g-NDnkoY" height="1" width="1"/>http://customers1st.blogspot.com/2009/11/naccm-2009-going-for-gold-living-up-to.htmlen-usnonadult