All posts by jodie_monger

Title Type Datesort icon Views Comments Categories
Customers take their service needs online – how is your social customer service? Blog 2012-02-08 202 0 Service and Support, Social Business
When your service fails, where do your customers go for self-service? Blog 2012-02-01 315 0 Service and Support, Social Business, Contact Center
Mo’ big data, mo’ big problems. Blog 2012-01-25 450 0 Service and Support, Customer Analytics
Just how much customer experience dysfunction am I paying for here? Blog 2012-01-17 378 0 Customer Experience
How high is your Dysfunction Index? Blog 2012-01-09 349 0 Service and Support, Contact Center
As the ball drops this New Year’s, don’t drop it again with customers in 2012. Blog 2012-01-03 379 0 Voice of Customer
Do you have a social media strategy to nowhere? Blog 2011-12-27 795 1 Social Business
What are you teaching your children about customer experience respect? Blog 2011-12-12 526 0 Customer Experience
Do your call scripts make call center agents better or dumb? Blog 2011-12-05 651 0 Service and Support, Contact Center
Was this an attempt to improve the Black Friday customer experience or not? Blog 2011-11-28 414 0 Customer Experience
Is your call center short-term focused and long-term blind like Wall Street? Blog 2011-11-21 804 0 Service and Support, Contact Center
Customers are demanding greater product quality in tough times. Blog 2011-11-17 971 0 Contact Center, Customer Loyalty
Handling unrealistic customer experiences is on the rise for call center agents. Blog 2011-11-14 686 0 Service and Support, Contact Center
Your agents are only as good as the processes behind them; so what’s wrong with your processes? Blog 2011-11-07 572 0 Contact Center, Customer Process
The horror of customer experience consistency that misses the mark Blog 2011-11-01 284 0 Customer Experience
When you cut headcount is your customer experience bleeding? Blog 2011-10-24 467 0 Service and Support, Customer Experience
Healthcare costs set to skyrocket because of call centers, unless . . . Blog 2011-10-20 549 0 Customer Experience, Voice of Customer, Healthcare Services
Selling for service improves customer experiences in contact centers. Blog 2011-10-17 701 0 Contact Center, Customer Experience
Is your call center customer experience shocking or numbing? Blog 2011-09-26 877 0 Contact Center, Customer Experience
Is your call center equipped to quickly respond to negative social media? Blog 2011-09-12 768 0 Social Business, Contact Center
Is your call center being setup for failure by your marketing department? Blog 2011-09-06 787 0 Contact Center
Does listening or analytics make you a leader in customer experience? Blog 2011-08-29 1,137 1 Customer Experience
Reducing volume in your call center is simple, hide your number. Blog 2011-08-22 657 0 Contact Center
Call center agent empowerment leads to customer satisfaction and customer retention. Blog 2011-08-15 1,015 0 Contact Center, Customer Experience, Customer Loyalty
Does your return policy ultimately affect customer experience and satisfaction? Blog 2011-08-08 752 0 Service and Support, Customer Experience
Is UPS or FedEx damaging FCR in your Call Center? Blog 2011-08-01 1,533 0 Contact Center, Customer Experience
Bad grammar yields bad service. Blog 2011-07-25 735 0 Service and Support
Call centers don’t want your support; they can’t handle it. Blog 2011-07-18 734 0 Contact Center
Great web content is key, but does anyone know it’s there? Blog 2011-07-11 504 0 Service and Support, Customer Experience
Is your IVR hurting your customer service? Blog 2011-07-05 729 0 Customer Experience, Voice of Customer
Creative customer service wins every time. Blog 2011-06-27 746 0 Customer Experience, Voice of Customer
Are customers listening to your ‘marketing’? Blog 2011-06-20 533 0 Customer Experience, Voice of Customer
If good customer service is so easy, why isn’t everyone doing it? Blog 2011-06-13 810 0 Customer Experience, Voice of Customer
Where did all of the “smart” call center agents go? Blog 2011-06-06 640 0 Customer Experience, Voice of Customer
Who knows when call center agents burnout first? Blog 2011-05-31 966 0 Contact Center, Customer Experience, Voice of Customer
Are the brands behind brand licensing branding their customers as suckers? Blog 2011-05-23 951 0 Customer Experience, Voice of Customer
Is your sales team selling out your agents? Blog 2011-05-16 1,365 0 Contact Center, Customer Experience, Voice of Customer
Social media in the call center. Blog 2011-05-12 1,723 0 Social Business, Customer Experience, Voice of Customer
Socially inept: When the wrong social media channels affect your brand. Blog 2011-05-09 631 0 Social Business, Customer Experience
Does cheap drive your short-term decisions or your long-term customer loyalty? Blog 2011-05-03 1,189 1 Customer Experience, Voice of Customer
Are your post-call surveys used for business intelligence or to beat up call center agents? Blog 2011-05-02 612 0 Customer Experience, Voice of Customer
Unreasonable expectation or true problem product? Blog 2011-04-25 489 0 Customer Experience, Voice of Customer
Customer feedback that makes you go “hmmm?” Blog 2011-04-18 701 0 Customer Experience, Voice of Customer
How to stop problem products from effecting your brand. Blog 2011-04-11 677 0 Customer Analytics, Voice of Customer
Managing the ever-demanding customer expectations. Blog 2011-04-05 1,012 0 Customer Experience, Voice of Customer, Customer Loyalty
Customer satisfaction can come in small packages. Blog 2011-04-04 841 0 Service and Support, Customer Experience, Voice of Customer, Customer Loyalty
Can your customers double as career counselors? Blog 2011-03-21 712 0 Voice of Customer
How long will you keep your customers waiting? Blog 2011-03-14 836 0 Contact Center, Customer Experience
Your customer analytics say, it’s time to re-engage your agents. Blog 2011-03-07 639 0 Contact Center, Customer Analytics, Voice of Customer
Are your call center scripts working for or against you? Blog 2011-02-28 1,259 0 Service and Support, Contact Center
Stop inconveniencing your customers. Blog 2011-02-21 527 0 Customer Experience
All you need is love. Blog 2011-02-15 491 0 Contact Center, Customer Experience, Voice of Customer
Can we get a customer interpreter? Blog 2011-02-08 496 0 Customer Experience, Voice of Customer
Is there such thing as too much feedback from your customer? Blog 2011-01-31 820 0 Customer Experience, Voice of Customer
Share the customer satisfaction wealth. Blog 2011-01-24 622 0 Voice of Customer
Is the customer really always right? Blog 2011-01-10 814 0 Service and Support, Customer Experience
How marketing is destroying customer loyalty. Blog 2011-01-05 718 0 Digital Marketing, Customer Loyalty
Do your call center agents need to be re-engaged? Blog 2010-12-13 1,187 0 Contact Center, Voice of Customer
Can I trust that you’ll callback? Your integrity is on the line. Blog 2010-12-08 788 0 Contact Center
Customer experience inconsistencies breed competitive shoppers. Blog 2010-12-06 642 0 Customer Experience
Good product, bad product. Blog 2010-11-29 778 0 Customer Experience
All-star Agents (and their secret game time strategy) Blog 2010-11-23 731 0 Contact Center
Give thanks to your customers. Blog 2010-11-22 717 0 Leadership, Voice of Customer
Can customer satisfaction lead to marriage? Blog 2010-11-17 843 0 Customer Loyalty
Are your Call Center Survey Questions Delivering the Wrong Answers? Blog 2010-10-28 2,060 0 Contact Center
The Rest of the 13 Practices that Prove Your Company Cares about its People Blog 2010-10-18 847 0 Leadership
13 Practices that Prove Your Company Cares about its People Blog 2010-10-18 930 0 Leadership
Deal with the RED flag before it’s a WHITE flag Blog 2010-10-18 903 0 Customer Experience, Voice of Customer
Don’t assume with FCR, ask. Blog 2010-09-30 1,065 0 Voice of Customer
T.M.I. from your customers? Blog 2010-08-30 667 0 Customer Experience
Warranties Gone Wrong Blog 2010-08-16 751 0 Service and Support
Communicating the Results – Part 3 of a 4 Part Series: Supervisors and Agents Blog 2010-08-12 743 0 Contact Center
Is the unabomber calling our call center? Blog 2010-08-09 798 0 Contact Center
Communicating the Results – Part 2 of a 4 Part Series: Operations Team Blog 2010-08-05 1,023 0 Contact Center
I have to use the bathroom, but let me take this survey first Blog 2010-08-02 770 0 Customer Experience
Communicating the Results – Part 1 of a 4 Part Series: Executive Management Blog 2010-07-29 699 0 Leadership
The Mounting Data Crush Blog 2010-07-28 820 0 Contact Center
The road to customer acquisition: paved with good intentions but undermines retention Blog 2010-07-22 984 0 Service and Support
Does your call center need to change its tune? Blog 2010-07-19 1,049 0 Contact Center, Customer Experience
4 Steps on how to overcome your barriers. Part 3 of a 3-Part Series on Being a PITN Blog 2010-07-18 1,448 0 Service and Support, Contact Center
How do you know you are a Pain in the Neck? Part 2 of a 3-Part Series on Being a PITN Blog 2010-07-17 1,372 0 Service and Support, Contact Center
Are you a PITN? Part 1 of a 3-Part Series on Being a Pain in the Neck Blog 2010-07-16 1,885 1 Service and Support, Contact Center
I love you call-center-agent-(wo)man!! Blog 2010-07-12 1,167 0 Contact Center
7 Survey Rules to Live by Blog 2010-07-07 1,013 0 Sales Performance, Service and Support
Don’t lie to your customers, they’ll know. Blog 2010-07-06 1,167 0 Service and Support
Great Service + Happy Customer = Agent Advocacy Blog 2010-06-28 1,010 0 Service and Support
Internal Quality Monitoring Prohibits Customer-Centricity: A Case for 360QM Article 2009-03-19 3,601 3 Service and Support, Contact Center, Customer Experience, Performance Management, Performance Metrics, Chief Customer Officer
Perception is Reality: Is the "Accent Effect" Hurting Your Agent Performance? Article 2009-02-13 5,118 1 Service and Support, Contact Center, Customer Experience, Voice of Customer, Performance Management, Performance Metrics
In the World of Service, the Peso Could Cost You a Pretty Penny Article 2008-05-12 3,064 0 Service and Support, Contact Center, Customer Experience, Voice of Customer, Chief Customer Officer
Bolster Your First-Caller Resolution Metrics by Linking Agents to Customers Article 2007-10-15 2,973 0 Service and Support, Contact Center, Performance Management, Performance Metrics
Please Come to Work Blog 2007-10-11 2,952 1 Service and Support, Contact Center, Performance Management, Employee Engagement
Money for Nothing Blog 2007-09-29 2,356 1 Leadership, Service and Support, Digital Marketing, Contact Center, Voice of Customer, Customer Loyalty, Chief Customer Officer, Chief Information Officer
What's It Really Like? Experience Your Own Service Blog 2007-09-18 2,268 0 Service and Support, Voice of Customer, Chief Customer Officer
How Have We Failed You?: Why I Closed My PayPal Account Blog 2007-09-17 5,508 7 Service and Support, Digital Marketing, Voice of Customer, Customer Loyalty, Chief Customer Officer
Rules of Disengagement? The Trek for Content Blog 2007-09-05 2,218 0 Service and Support, Contact Center, Customer Analytics, Customer Experience, Performance Management, Chief Customer Officer
Back to School ...YEA or BOO? Blog 2007-08-24 2,243 0 Customer Experience, Voice of Customer
Neglect Your Contact Center and You'll Neglect Your Customers Article 2007-05-21 3,367 0 Service and Support, Computers / Technology, Contact Center, Customer Analytics, Customer Loyalty, Performance Metrics, Chief Customer Officer

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