Forum CategoriesMarketPlace 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 Bob Thompson of CustomerThink will reveal his latest research on consumer channel preferences and trends, and how the right cross-channel experience drives higher sales conversion rates. Attendees will receive a free report ($495 value) "The Rise of Social Business." 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. Next-Generation Customer Service with Web 2.0 and Social Technologies See how innovative E-Service solutions can help you deliver a better customer service experience, at lower cost, by leveraging Web 2.0 and social technologies. Features Fuze Digital Solutions, Parature, RightNow Technologies and Salesforce.com. 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. Featured Links
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Right Move
Develop a customer-centric business strategy that delivers results.Tool Time
Insight about technology market trends, innovators, and implementation best practices.100% Club
Achieve sales goals through process and performance management.Lead Gen
Manage marketing campaigns to generate targeted leads at the right cost.Left Brain
Create customer and business insight with analytical tools and techniques.Social Business
Use social media and customer co-creation strategies and technologies.Moment of Truth
Deliver memorable experiences that create competitive differentiation.Branded
Build a trusted brand and loyal customers with great customer service.