All posts by Scott Zimmerman

Title	Type	Date	Views	Categories
What is the most important element of customer engagement?	Blog	2011-04-28	1,286	Sales Performance, Service and Support, Customer Experience, Voice of Customer, Customer Loyalty, Customer Strategy
Are satisfied customers always loyal?	Blog	2011-03-28	1,456	Customer Experience, Customer Loyalty, Performance Metrics, Chief Customer Officer
Are you “wowing” your customers?	Blog	2011-02-22	2,066	Customer Experience, Enterprise Technology, Customer Process, Hospitality / Entertainment
Engaging customers through automated messaging and communications	Blog	2010-06-10	1,643	Service and Support, Digital Marketing, Customer Experience, Enterprise Technology, Retail Sales
Cable companies being forced to provide better service	Blog	2010-06-09	1,527	Broadcast / Communications, Customer Experience, Voice of Customer, Customer Loyalty, Customer Process, Customer Strategy, Customer Management Education
Doing more with less, better. Patient Engagement Communications	Blog	2010-06-02	2,173	Customer Experience, Customer Loyalty, Healthcare Services, Pharmaceutical
Breaking the Default Cycle	Blog	2010-04-28	1,242	Contact Center, Customer Experience
Getting it Right for Gen Z	Blog	2010-03-01	2,170	Large Enterprise, Service and Support, Digital Marketing, Midsize Business, Contact Center, Customer Experience, Small Business, Healthcare Services, Technology Implementation

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 May 29th in New York City. Stuart Ryder, SVP, Mobile Research Lead for Ipsos IOTX & 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.