All posts by ericjacques

Title	Type	Date	Views	Comments	Categories
10 Tips to Successfully Outsource Customer Service	Blog	2011-03-09	857	0	Service and Support
Five Ways to Increase Customer Loyalty	Blog	2011-03-02	1,278	0	Customer Loyalty
Do You Make These Mistakes When Looking for Customer Feedback?	Blog	2011-02-23	615	0	Voice of Customer
Getting to the Root of the Issue	Blog	2011-02-18	770	0	Service and Support
I Quit! Really!	Blog	2011-02-16	591	0	Service and Support, Customer Experience
The Rules of Response – Presentation	Blog	2011-02-02	509	0	Customer Experience
Smiling – Not Just for Customer Service	Blog	2011-01-26	1,492	0	Service and Support
What do My Customers Want?	Blog	2010-11-13	1,310	0	Service and Support
Do You Make Assumptions?	Blog	2010-10-21	915	0	Service and Support, Customer Experience
Customer Service Delivery – What media?	Blog	2010-09-10	1,174	0	Service and Support, Social Business
Why are customers leaving?	Blog	2010-09-02	1,882	0	Service and Support
Customers, Companies and Social Media – Leveling the Playing Field	Blog	2010-08-04	1,465	1	Sales Performance, Social Business
Speak Like a Human to Enhance Customer Service	Blog	2010-07-23	1,009	0	Service and Support
Definition of Customer Satisfaction – Redux and Mea Culpa	Blog	2010-07-19	1,154	0	Service and Support
Definition of Customer Satisfaction	Blog	2010-07-14	8,663	8	Service and Support
Use of Fear in Delivering Excellent Service?	Blog	2010-07-06	913	0	Service and Support
Customer Excellence by Using a Sincere Apology	Blog	2010-07-01	1,424	0	Service and Support, Customer Experience
Using Social Networks for Good	Blog	2010-06-29	1,092	0	Social Business
How to Listen to Your Customers	Blog	2010-06-28	2,127	0	Customer Experience
Building Trust and Delivering Customer Service	Blog	2010-06-22	2,822	0	Service and Support

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.