All posts by cheryl_hanna

Title	Type	Date	Views	Comments	Categories
Take lessons from the leaders in customer service	Blog	2012-05-21	283	0	Service and Support, Customer Experience
Building a business culture to deliver the best customer service	Blog	2012-05-14	854	0	Leadership, Service and Support
How to keep your customers from leaving you	Blog	2012-05-07	886	0	Service and Support, Customer Loyalty
What Mickey Mouse can teach us about customer service	Blog	2012-05-01	283	0	Service and Support
Book Review: The Welcomer Edge: Unlocking the Secrets to Repeat Business	Blog	2012-04-23	298	0	Service and Support
Sending flowers and customer service	Blog	2012-04-11	330	0
Social marketing 101; respond to your customers about social issues too	Blog	2012-04-04	986	0	Social Business
Medicare forcing hospitals to improve their customer service	Blog	2012-03-28	497	0	Service and Support, Healthcare Services
Home builders stepping up customer service in tough market	Blog	2012-03-19	465	0	Service and Support
What customers need to do in order to get companies to listen to their complaints	Blog	2012-03-13	662	0	Service and Support
Received lousy customer service? Complain about it on Gripevine	Blog	2012-03-06	723	0	Service and Support
Think, think, think about improving customer service	Blog	2012-03-02	534	0	Service and Support
Americans changing banks because of fees and poor customer service	Blog	2012-02-27	701	0	Service and Support, Financial Services
U.S. airlines improving customer service?	Blog	2012-02-20	474	0	Service and Support, Transportation / Travel / Leisure
What Two and a Half Men Can Teach Us About Customer Service	Blog	2012-02-15	741	0	Service and Support
Does America run on “Dunkin’ Donuts”?	Blog	2012-02-08	646	1	Customer Experience, Customer Loyalty
Are mobile devices serving customers properly?	Blog	2012-01-31	687	0	Service and Support, Enterprise Technology
The silent exit of poor customer service	Blog	2012-01-25	982	0	Service and Support, Customer Experience
Best Buy customer service still at odds	Blog	2012-01-18	698	0	Service and Support
Customers not feeling “a little love back from Starbucks”	Blog	2012-01-13	1,057	0	Customer Loyalty
You only have one chance for a great first impression	Blog	2012-01-10	1,194	1	Service and Support, Customer Experience
Auto insurance companies working on their customer service experiences	Blog	2012-01-05	832	0	Service and Support, Customer Experience
Continental employees go out of their way to help stranded pooch	Blog	2011-12-30	799	0	Customer Experience
Online shopping demand troubles frustrate Yule shoppers	Blog	2011-12-27	1,006	0	Customer Experience
Check out lines getting to be more customer friendly	Blog	2011-12-20	835	0	Service and Support
Complain constructively for better customer service	Blog	2011-12-17	695	0	Service and Support
Airports and excellent customer service – can it really be?	Blog	2011-12-12	983	0	Service and Support
Poor customer service results in long term brand damage	Blog	2011-12-05	1,605	2	Service and Support, Customer Experience, Customer Loyalty, Retail Sales
Has the holiday shopping season started off with quality customer service?	Blog	2011-12-01	779	0	Service and Support
Small Business Saturday – a boon for local retail stores	Blog	2011-11-28	648	0	Customer Experience
Is your customer service “naughty” or “nice?”	Blog	2011-11-22	807	0	Service and Support
Using mistakes to make memorable moments for your business	Blog	2011-11-18	779	0	Customer Experience
Amateur rap video presents an odd approach to Apple culture	Blog	2011-11-14	695	0	Service and Support, Employee Engagement
‘Tis the season to rev up the customer service	Blog	2011-11-10	577	0	Service and Support
Amazon.com still a leader in customer service	Blog	2011-11-07	1,072	0	Service and Support, Customer Experience, Retail Sales
Passengers on JetBlue angry over poor customer service	Blog	2011-11-02	1,807	2	Service and Support, Transportation / Travel / Leisure
Businesses using Facebook for customer service	Blog	2011-10-28	786	0	Service and Support, Social Business
Retaining customers require the right people for the right job	Blog	2011-10-25	590	0	Leadership, Customer Loyalty
Take lessons from Disneyland and learn how customers are treated	Blog	2011-10-19	963	0	Customer Experience
I’m telling my friends about the bad customer service	Blog	2011-10-17	752	0	Service and Support, Social Business
New bank fees not conducive to customer satisfaction	Blog	2011-10-07	852	0	Customer Loyalty
Self-service in supermarkets not always the best service	Blog	2011-10-05	1,272	1	Service and Support, Customer Experience, Retail Sales
Increase customer loyalty by improving your brand	Blog	2011-09-29	1,514	0	Service and Support, Customer Loyalty
Personalize customer service and make it happen	Blog	2011-09-26	945	1	Service and Support
When a customer service representative is limited to talk time	Blog	2011-09-21	1,388	0	Service and Support, Contact Center
Bringing more customer service strategies to traditional shopping stores	Blog	2011-09-15	1,400	0	Service and Support
More practical customer service training needed for Comcast	Blog	2011-09-13	873	0	Service and Support
Using Twitter to get a company’s attention	Blog	2011-09-08	630	0	Customer Experience
Tipping: Reward or Punishment?	Blog	2011-09-06	702	0	Service and Support
Customer service ratings for airlines during Hurricane Irene	Blog	2011-08-30	562	0	Service and Support
Customer service at “stake” at Morton’s Steakhouse?	Blog	2011-08-25	1,131	0	Service and Support
Chick-fil-A recipe for excellent customer service	Blog	2011-08-19	12,683	0	Service and Support
Customer service in the Social Security Administration	Blog	2011-08-16	891	1	Service and Support
Consumers willing to pay more for good service	Blog	2011-08-12	1,610	0	Service and Support, Customer Experience, Customer Loyalty
Customer service continues to center on good client communication	Blog	2011-08-08	1,267	0	Service and Support
What it takes to succeed as a customer service representative	Blog	2011-08-03	1,090	1	Service and Support
Building loyalty through customized products and services	Blog	2011-08-02	920	0	Service and Support, Customer Loyalty
Customer service for Web users?	Blog	2011-07-29	1,131	0	Service and Support
Can’t get much customer satisfaction with Facebook	Blog	2011-07-26	874	0	Service and Support, Customer Experience
The Mercedes Benz customer experience shines	Blog	2011-07-19	1,247	0	Customer Experience
How to effectively complain using social media	Blog	2011-07-15	1,059	0	Social Business, Contact Center
How supermarkets work to enhance the customer experience	Blog	2011-07-12	886	0	Service and Support, Customer Experience
Consumer Reports’ fast food survey echoes public demand for service	Blog	2011-07-07	938	0	Service and Support, Customer Experience
Brick and mortar retailers can compete with their online competition	Blog	2011-07-05	1,072	0	Customer Experience
Create a training plan that helps customer service representatives succeed	Blog	2011-06-29	1,020	0	Service and Support, Employee Engagement
Give customers what they want	Blog	2011-06-27	893	0	Customer Loyalty
And it’s customer appreciation day!	Blog	2011-06-23	960	0	Customer Experience
Finding a real person when contacting customer service	Blog	2011-06-21	896	0	Service and Support, Contact Center, Customer Experience
Winning customer loyalty	Blog	2011-06-16	1,446	0	Customer Loyalty
The customer is enraged	Blog	2011-06-14	895	0	Service and Support, Customer Experience, Customer Loyalty
Time to outshine your competitors with your customer service	Blog	2011-06-09	935	0	Service and Support, Customer Loyalty
Can you really rate customer value?	Blog	2011-06-07	922	0	Customer Analytics, Customer Strategy
A difference of perception when dealing with customers	Blog	2011-05-26	1,039	0	Service and Support, Customer Experience
The attitude of customer service	Blog	2011-05-23	1,131	0	Service and Support, Employee Engagement
The great debate on handling customer complaints	Blog	2011-05-19	1,110	0	Customer Experience, Voice of Customer
To deliver world-class customer service	Blog	2011-05-16	1,482	1	Service and Support, Employee Engagement
Working towards a positive customer experience strategy	Blog	2011-05-12	1,439	0	Customer Experience
Customer surveys can make a difference in business	Blog	2011-05-09	1,222	0	Voice of Customer
What real estate sales has taught me about customer service	Blog	2011-05-04	1,509	1	Service and Support
Don’t call them complaints – call it “feedback”	Blog	2011-05-03	1,546	1	Voice of Customer
How to establish a customer service culture	Blog	2011-05-02	969	0	Leadership, Service and Support, Voice of Customer, Employee Engagement
Customer service benefits by going green	Blog	2011-04-28	1,131	0	Service and Support
Building customer goodwill by giving back	Blog	2011-04-27	991	0	Customer Loyalty
How to say no and still deliver excellent customer service	Blog	2011-04-25	933	0	Customer Experience
How to deliver happiness with customer service	Blog	2011-04-21	1,176	0	Service and Support, Contact Center, Customer Experience
How emotional intelligence can help the customer experience	Blog	2011-04-19	1,542	0	Service and Support, Customer Experience
The art of meeting customer expectations	Blog	2011-04-15	1,481	0	Customer Experience, Customer Loyalty
How to deal with angry online customers	Blog	2011-04-12	1,130	0	Service and Support, Customer Experience
Customer service and the impact of social media	Blog	2011-04-11	1,412	1	Service and Support, Social Business
Customer experience is an integral part of customer service	Blog	2011-04-08	967	0	Service and Support, Customer Experience
Can your business measure up on customer service?	Blog	2011-04-06	723	0	Service and Support, Customer Experience, Voice of Customer
Don’t forget to say thank you for your business	Blog	2011-04-05	1,330	0	Customer Experience, Customer Loyalty
Customer service required for business to business relationships	Blog	2011-04-04	872	0	Service and Support
Can you measure customer satisfaction?	Blog	2011-04-01	1,616	0	Voice of Customer, Customer Loyalty
Empower employees to deliver better customer service	Blog	2011-03-30	1,033	0	Leadership, Service and Support, Employee Engagement
Don’t cut the customer service budget	Blog	2011-03-29	782	0	Leadership, Service and Support, Contact Center, Customer Experience
Dealing with difficult customers	Blog	2011-03-28	814	0	Service and Support
Even accountants need to work on customer service skills	Blog	2011-03-25	1,341	1	Service and Support, Business / Legal Services
How social awareness can improve customer relationship management	Blog	2011-03-23	1,043	0	Customer Experience, Customer Loyalty
How do awards help an organization’s branding?	Blog	2011-03-22	957	0	Customer Loyalty

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.