Latest Activity

Happy 4th of July weekend to all, be safe!!
Nick Jiwa updated their profileJune 22
Estrelita Ong Masiglat, Jodi Lopiano, Dena Smith and 7 more joined Customer Care NetworkJune 16
Lynn Hunsaker added 4 blog postsJune 15
Brett LaDove added a videoMay 11
Here's a little levity on the topic of employee management.
Lynn Hunsaker added 3 eventsMay 10
Brett LaDove added the application MailChimp Signup FormMay 8
A blog post by Lynn Hunsaker was featuredApril 24
CLICK HERE FOR PODCAST VERSION (4:48) Lack of cooperation across organizations is a momentum inhibitor for customer experience management (CEM). Among best-in-class CEM practitioners, top challenges are: * Cross-channel CEM. * Organization-wide fo...

Blog Posts

Lynn Hunsaker

5 Keys to Employee Engagement for Customer Experience

CLICK HERE FOR PODCAST VERSION (4:48)
Employee EngagementLack of cooperation across organizations is a momentum inhibitor for customer experience management (CEM). Among best-in-class CEM practitioners, top cha… Continue

Posted by Lynn Hunsaker on April 23, 2009 at 8:30am

Brett LaDove

Maintaining Brand Loyalty During Tough Economic Times


Every economy has it's triumphs and failures; this economy is no exception. I've met with quite a few people representing a wide variety of industries over the past several months -- a few interesting themes have emerged. A handful of companies who have managed their businesses conservatively during the boom… Continue

Posted by Brett LaDove on April 15, 2009 at 6:00pm

Curtis N. Bingham

5 Steps of the Customer Loyalty Hierarchy

In a recent discussion on LinkedIn, Shaun Mooney said he thought the first step in Customer Loyalty is the product.

I think that the more appropriate statement is that the first step in the “transaction” is the product, and the first step to loyalty is the emotional connection created through the customer experience. Customers have a hierarchy of needs that extends from the core offer (ie. the basic product, or simplest service) to the emotional connection. The Model T was the core offer way ba… Continue

Posted by Curtis N. Bingham on March 30, 2009 at 9:47am — 1 Comment

Lynn Hunsaker

Measure Customer Value the Customer's Way

Customers automatically use 50 or more metrics for any customer experience, according to author Anthony Ulwick, in his book "What Customers Want". We may be re-inventing the wheel as we strive to come up with customer metrics that spell success. Looking at things from the customer viewpoint we've got to admit that customers really do know what outcomes they want.

"It's easy to portray customers as emotional, illogical indiv… Continue

Posted by Lynn Hunsaker on February 17, 2009 at 9:10pm

Events

July 2009
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Customer Care Representative

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If you're a customer service enthusiast and seeking new challenges, ... The Customer Service Representatives in our state-of-the-art call centers are the ...
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Customer Care Professional ? Credit T2 ? 30?90 Days

Posted date: Jul 4
We currently have Customer Care Professional openings in our Risk Customer Servicing Network ... As a Customer Care Professional in a collections capacity, ...
http://phoenix.jobing.com/job_details2.asp?JobID=2015564 - Jobing.com

Customer Care service Manager

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Your job will be to evaluate and comment on customer service in a wide Variety of shops,Stores, restaurant and services in your area. ...
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Bilingual Customer Care Specialist - Spanish()

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Customer Care Representative()

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Customer Service Advisor / Customer Care Assistant

Posted date: Jun 30
Customer Service Advisor / Customer Care Assistant Bristol Circa 17500 Our client is a major housing association operating in the south and west of England ...
http://www.cv-library.co.uk/cgi-bin/jdb_view_vacancy.cgi?jobref=109143954&s=100101 - CV-library.co.uk
 
 

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