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Blogger Name Contains
Blog Post TitleDatesort iconBloggerViewsCommentsFeatured      
GoView – Citrix Screening Recording Tool2009-07-03Peter E. Cohan200
Social Media? DO NOT start in marketing2009-07-03Axel Schultze1092Social Business
The Value of Value = 2.5x2009-07-01Peter E. Cohan540100% Club
KANA Partners with IBM, Launches "Service Experience Management"2009-07-01Bob Thompson1090Tool Time
What Do Macy's and Car Dealerships Have in Common?2009-07-01Dick Lee570
Gwabbit – Capturing Email Contact Information Automatically2009-06-30Peter E. Cohan540
Perfect Pitch: A Tribute to Billy Mays, 1958-20092009-06-30Andrew Rudin2510100% Club
When Should You Stop Being a "Patient" and Start Becoming a "Customer."2009-06-29Dick Lee690
How Emotions are Evoked in a Customer Experience2009-06-29Colin Shaw871Moment of Truth
Will less variety change your customer experience?2009-06-29Alan See2251
How to Leverage the Difference Between Shoppers and Buyers2009-06-27Alan See2520Lead Gen
Webinar Links: Make Your Numbers over the Web: Compelling Presentations and Demos for Inside Sales2009-06-27Peter E. Cohan890
The Touch of Remarkable Service2009-06-26Chip Bell1170Branded
"Our Customer Did Not Leave" Is Not A Customer Strategy2009-06-25Lior Arussy3301Right Move
The Nobility of Service2009-06-25Chip Bell880
Crafting Happy Processes2009-06-25Chip Bell3120Branded
Incenting Imaginative Service2009-06-25Chip Bell860
Why GM Could Never Reach Out to Customers (and Why It's Likely to Fail Again)2009-06-24Dick Lee2472Right Move
Stop Making Excuses! Put Your Contact Center in the Cloud2009-06-23Bob Thompson2880Tool Time
Social Media Rock Star or Social Media Business Consultant?2009-06-22Axel Schultze1143
The 8 Sources of Sales and Marketing Waste - Updated2009-06-22Bob Apollo2080100% Club
CEX: Goodbye Process-Thinking. Hello Design-Thinking2009-06-22Graham Hill3757
Co-creating Experiences Fit for Customers2009-06-22Graham Hill5545Moment of Truth
The Oracle - Yahoo Deal2009-06-20Axel Schultze991
The Paradox of Marketing Automation2009-06-18Naras V. Eechambadi, Ph.D.2312Lead Gen
The 7 Sources of Sales and Marketing Waste2009-06-18Bob Apollo1090
“The World Does Not Revolve Around You”…or Does It?2009-06-18Gary Schwartz1591
The Numbers Game: Nine Tips for Better Support Metrics2009-06-17Françoise Tourniaire3231Left Brain
How Laying People Off Could Have a Silver Lining2009-06-17Colin Shaw2730Moment of Truth
Change Management and Employee Communication Strategies2009-06-16Marcia Xenitelis2880Right Move
The Value of Employee Engagement Surveys as Part of a Change Management Strategy2009-06-16Marcia Xenitelis1070
Why Managers and Supervisors ARE NOT the Best Communicators During Times of Change2009-06-16Marcia Xenitelis1050
How To Cascade Messages via Managers To Employees2009-06-16Marcia Xenitelis840
The Ramen Nazi and Other Customer Service Wonders2009-06-15Jason Lackey990
Has the CRM Industry Become Redundant?2009-06-15Dick Lee58210Tool Time
Loyal Customers Are Not Always Good2009-06-15Ma. MerdekahDelid2970Branded
How To Engage Employees With Technology Based Change2009-06-14Marcia Xenitelis750
Samplesaint Believes That Barcodes and Cell Phones Are a Heavenly Match2009-06-12Andrew Rudin2881
The Service Leader as Purple Maker2009-06-12Chip Bell1130
What Great Service Leaders Actually Do2009-06-12Chip Bell4571Branded
The Collapse of Supplier Trust – and Four Steps to Rebuild It2009-06-12Nick Wassenberg2760Right Move
Social Media Education For Managers2009-06-10Axel Schultze1650
British Airways Is Holding My Luggage Hostage!2009-06-10Lior Arussy1812
Leaning Towards Perfection2009-06-09Bob Apollo1280
Rebalancing Risk in the B2B Buying Equation2009-06-09Bob Apollo2600100% Club
Surprising your Customers2009-06-09Ma. MerdekahDelid1291
Do Accusations of Racism Have Significant Market Impact?2009-06-08Dick Lee2115
Will Hummer and Saturn Ever be the Same? What a Global Recession Does to Brand Management2009-06-08Jim Barnes2871Branded
Is Organizational Trust in Short Supply?2009-06-07Alan See4202Right Move
Three Ways Shopper Intercept Interviews Get the Job Done!2009-06-05David Rich1010
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MarketPlace

Customer Service as a Differentiator: The Road to Excellence at Overstock.com

Companies are beginning to realize they don’t have the option of ignoring the quality of their customer’s experiences. Overstock.com realized that customers want service that is excellent, regardless of which channel is used. But they had to overcome some serious obstacles on the road to excellence. Read their story.

New Research Report: Customer Experience Maturity Monitor

Discover the five levels of customer experience maturity, ranging from Limited Capability to Experiential Master. Find out where your company stands, and explore what it takes to move from the base level to the peak. Download free research report here.

Selling the "New Consumer" with Smart Conversations, Not Blind Automation

Learn how to engage your customers in a great cross-channel conversation that will set your company apart. CustomerThink founder/CEO Bob Thompson reveals his latest research on the multi-channel buying experience, and Lisa Abbott of Genesys explains how to solve cross-channel challenge.

Four Strategies to Shift Your Support Center from Surviving to Thriving

With an economic upturn on the horizon, it's time to focus on how to gain a sustainable competitive edge. In this webinar, contact center guru Bill Price reveals how to improve the customer experience, reduce operational costs and retain top technical talent.

TCE (Total Customer Experience) Model Building e-Workshop for Financial Services Providers

[August 27, 09:00-10:30 GMT] This program is designed to help Marketing, Sales and Service Executives of Financial Services Providers to build a TCE model to monitor, manage, and enhance the total customer experience across multiple channels and touch-points throughout the whole customer lifecycle.

Global Customer Experience Management Certification Program

[Sep. 30-Oct. 1, Paris] Learn cutting-edge CEM methods from a team of international gurus. This 2-day course applies CEM essentials, strategies and methodologies on Marketing, Sales and Services; provides a framework with relevant guiding principles and tools for designing the best experience to your customers.

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