All Posts: Service and Support

The default sort is by descending published date; change the sort order by clicking on the column headers. Narrow the search by selecting categories.

Category

Title	Date	Author	Type	Views
Mobility is Making Customer Service Smart	2012-05-16	Donna Fluss	Blog	358
Anatomy of a Service Visit	2012-05-15	Chris Travell	Blog	627
“I don’t care about your processes, I just want solutions”	2012-05-15	Carolyn Hall	Blog	235
Building a business culture to deliver the best customer service	2012-05-14	Cheryl Hanna	Blog	559
5 Top Customer Service Articles For the Week of May 7, 2012	2012-05-14	Shep Hyken	Blog	218
Top 10 Social Customer Service Blogs for 2012	2012-05-14	Omar Zaibak	Blog	501
3 Ways to Guarantee Customer Service Failure	2012-05-14	Flavio Martins	Blog	136
Connecting the dots of word of mouth, customer loyalty and customer service	2012-05-14	Adrian Swinscoe	Blog	382
Customer Service Agent Collaboration Helps Move The Needle On FCR and Customer Satisfaction	2012-05-12	Kate Leggett	Blog	500
Social customer care: Life’s a journey into the unknown	2012-05-11	Guy Stephens	Blog	306
Do Customers Want or Use Social Channels for Service?	2012-05-11	Mitch Lieberman	Blog	758
The 800-CEO-READ interview: Customer service author / speaker Micah Solomon re High-Tech, High-Touch Customer Service	2012-05-10	Micah Solomon	Blog	387
Social customer care: You are not important!	2012-05-10	Guy Stephens	Blog	653
Declining service and sneaky price increases	2012-05-09	Peter Leppik	Blog	646
It is time to move on to ‘How’ – Where the Rubber Meets the Road for Customer Service	2012-05-09	Mitch Lieberman	Blog	401
When customer service terrorists strike!	2012-05-09	Jodie Monger	Blog	322
My Reservations About Making Reservations	2012-05-09	Richard Shapiro	Blog	255
Spirit’s Customer Service Debacle Teaches Several Business Lessons	2012-05-09	Shep Hyken	Blog	361
To Ignite Your Customers, Fire Up Your Employees	2012-05-08	Sheridan Orr	Blog	919
Customer Service Via Social Media – It’s The Future!!!! (Actually, It’s The ‘Now’!)	2012-05-08	Andy Hanselman	Blog	424

MarketPlace

Global Customer Experience Management (CEM) Certification Program

[May 30-31, Frankfurt; July 25-26, Hong Kong] An internationally recognized program with proven track record of success - being run for 34 times in 13 cities with attendees from 50 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.

Join us on June 6th in San Diego. Speakers include Stuart Ryder, SVP, Mobile Research Lead for Ipsos IOTX and Roxana Strohmenger, a leading Forrester analyst, will be in attendance to share best practices and new trends in mobile market research.

[June 12, Sir Francis Drake Hotel] Gregson Siu, Vice President, Ariba Business Operations, Ariba and Bob Thompson, CustomerThink, will be in attendance to share best practices, new trends and latest research to help you develop your customer experience program.

Social Networking and sCRM International Congress in Colombia

[June 25-26, Bogota] Thirteen international thought leaders will present, from different perspectives, the trends, the uses, and the magic - as well as the reality - of Social Networking and how it impacts the way customers are doing/will do business.

Driving ROI With VoC

Walker has identified multiple ways to measure ROI – there is not a one-size-fits-all solution. This paper will address each and conclude with some recommendations to help B-to-B practitioners evaluate which ROI approach will work best for their particular business need.