| Q1
|
| January |
Harnessing the Social Web to Grow Your Business |
| Blogging, word of mouth and social networking can have a tremendous impact on how your company is perceived. But it's a lot like herding cats. How do you manage all the people who can have an effect on your brand? Learn how to manage social networks to minimize the risks and maximize the rewards. |
| February |
Turn Your Employees Into Ambassadors for Your Company |
| Take a moment away from looking outside at what customers want. Look inside at the people who work for you. Do they have the capabilities and the training? What is their satisfaction? What can they tell you about your customers? Understand your own internal capabilities before you turn outside. |
| March |
Develop and Maintain a Customer Strategy for Profitable Growth |
| Customer-centricity doesn't just happen. Dig down to deep to hear the voice of the customer to find out what your customers really want and then get your whole company on board. Learn how to leverage that voice to "wow" your customers and build your business. |
| Q2 |
| April |
Build a High-Performance Brand With Differentiated Customer Experiences |
| Know how customers respond to your organization—from branding and advertising to the moment they step into your store or buy your product or service through the product's entire lifecycle and beyond—and you're on your way to enhancing your strengths and figuring out your weaknesses. |
| May |
Invest in Your Contact Center to Improve Your Top and Bottom Line |
| Bring together the people, the technology and the sourcing strategy in a way that delivers a high-quality, affordable contact center that improves your financial performance. Your contact center can deliver a better experience. Your contact center can save money. |
| June |
Make Customer-Centricity a Profitable Business Strategy |
| It's not enough to proclaim that "customers are king." They already know that! If you can't make the business case internally, you won't get the business case, you won't get executive support and buy-in for the long haul. This month, we'll look at real departments at real companies turned a customer-centric vision into real, measurable business success. |
| Q3 |
| July |
Use Technology to Power Up Customer Management |
| Technology for technology's sake doesn't do anyone any good. This month, we'll focus on how technology can help you accelerate the success of your customer-centric strategy. You won't just automate processes and save money, but also you'll make your team more productive and improve your customer experience. |
| August |
Build a Customer-Centric Culture and Operation |
| Don't let information and work come to a screeching halt at department doors. Learn to redesign a business process that works the way customers prefer, across department boundaries. Coach and train your people through the necessary changes so that you have an organization that is totally committed to customer success. |
| September |
Manage Performance to Reach Your Business Goals |
| How can you tell what's working and what isn't? This month, learn how to set benchmarks to take the pulse of your entire organization, department to department. And how to properly reward managers and employees for building customer loyalty. |
| Q4 |
| October |
Move Your Customers Up the Loyalty Ladder |
| If you can capture the hearts and minds of people, they will be your best advocates. This month, explore customer loyalty, retention, churn and advocacy—and their impact on every aspect of your business. Learn how to put positive word of mouth to work to your advantage. |
| November |
Drive Mutual Value With Real-Time Customer Intelligence |
| Customer intelligence is no longer just an annual data mining exercise. Put customer insights to work in real-time. Learn how to integrate your data into your organization's day-to-day processes to deliver value to the customer—and your business. |
| December |
Learn to Read Your Customer's Mind |
| Surveys can only tell you so much. And customers don't always know what they want, or really need. This month, we'll focus on the best methodologies and technologies for truly understanding the what motivates your customers, and how to use that insight to craft a customer-aligned business plan for next year. |
