"Voice of the Customer Radio" - Execs In the Know

It is a well accepted truism that before using social media interaction, you must first listen - and listen carefully. First generation social monitoring provided more raw data than actionable information, and was initially focused on gathering marketing and competitive intelligence. 

Social Media Monitoring (SMM) has become mission critical, and with an arguably low entry barrier from a technology (if not scalability) standpoint, the burgeoning vendor community has not only responded with many product and service offerings, but has itself been experiencing turmoil with many mergers and acquisitions.

In this episode you will learn about the current state of the art of SMM, top trends, which criteria should be considered when making purchase decisions, and how the major incipient trends will affect you in the 3 areas covered in the Social Care section of the Execs In The Know 2013 Customer Experience Management Benchmark Study: 

(Download the 2013 Study at www.bit.ly/EITK-CX-2013)

Tony van Kessel  

Principal/Founder, Social Media Deliverables®

[email protected]  705-789-0465

Tony is a seasoned veteran in the telecommunications, social media and HR/Talent Management industries, is recognized for management leadership of high-growth venture-backed and public companies in a variety of technology segments, and a multipreneur committed to helping organizations accelerate their business results through the use of advanced technology, social media and cloud-based services. 

 

Focusing on your company’s “Customer Experience” is so much more than the latest industry trend or program of the month.  Improving an organization’s customer experience can also put more dollars on your bottom line.  Often, customer experience leaders lament the challenge of competing with other functions for a company’s limited investment dollars and coming up short.  The reason? Executive Leadership may proclaim the benefits of investing in customer experience to be too intangible for real and substantial returns on the investments made.  We think otherwise.  As customer experience leaders, we’re challenged to clearly state the case for investments that are more than cost reductions or efficiency improvements.  Investments in CX increase customer satisfaction and loyalty as well.  A recent study by Watermark Consulting found that Customer Experience leaders realize 43% total cumulative return versus 15% for the S&P 500 and -34% for Customer Experience Laggards.  Topics discussed in our session will include the formula for improving customer loyalty; effective service recovery programs and using industry partners to help state the case for the true impact of CX investment on your business.  

 

Bob Azman

Chief Experience Officer, Avtex Consulting Solutions, LLC

Bob Azman, Chief Experience Officer, consults with companies in a variety of industries on developing and implementing strategies to improve their overall customer experience.  As a thought leader, practitioner and business partner in customer experience design and execution.

Prior to joining Avtex, Bob was Senior Vice President, Customer Experience at Thomson Reuters providing corporate consulting services to its various business units.  

Overview:
A majority of organizations are using some sort of community based support model or have considered doing such.  The question is, are you seeing the results and cultivating real relationships with your customers? 
It is known customer communities can be an incredible source of support, for both your customers and your organization. 
In this episode, I have invited Michael Pace (Customer Support & Community Management Executive) to join myself on Voice of the Customer Radio to discuss “Community”.
Objectives:
Learn about communities and community management for all levels of the enterprise Uncover the tremendous benefits of this unique “self” service tool Step by step assessment guide on how to get started Technical options available for you
Questions to Reviewed:
What is a community or support community? And how are they beneficial/
How do they impact engagement? C-Sat? Reducing Costs? Driving top line growth?
How did you get involved in communities?
Where do you start?
Once you are up and running, how do you keep your customers engaged?
Metrics?
How do you get executive buy in to pursue?
People – what kind of people do you need to be community managers? How do you hire/
What kinds of tools are available?
Are there any resources to help get folks started?

Branded Dialogues: Bridging the Gap Between Brand Promises and Customer Experience 
Expected Outcomes Include:
Recognizing the gap between brand image and customer experience Review of common pitfalls in organizations Relieving the tension between efficient delivery and experience Examples to best practices -- Leaders in the field Measuring experience as well as performance How to improve communication between Marketing and Operations How to "Brand Train" agents
Bruce's Bio
Bruce Lebowitz is an experienced marketing strategist with expertise in creating compelling conversations. With over 20 years of experience in both the consulting and client sides, he has solved problems and created successful programs for many Fortune 500 companies. Working in the space between creating great brands and developing effective customer dialogues, Bruce works closely with marketing and operations staff to create programs that delivers excellent customer experiences.
Most recently, Bruce has managed a call center for a healthcare start-up and managed all call-center marketing for BarclayCrad, a top ten credit card issuer in the United States.  Prior to that, Bruce founded and grew a Teleweb call center practice for Ogilvy & Mather and managed a marketing strategy practice, developing relationship marketing programs and integrating the call center experience with online marketing programs.  
 
 

Title – Leveraging “Customer Insights” and “Real Time” Decisioning for Customer Success 
Expected Outcomes:
Using real-time decisioning to guide customer interactions across multiple channels Applying business intelligence and analytics to customer interactions How companies can access customer information with little or no access What quantifiable results should you expect if implementation is made with real-time decisioning What are the organizational obstacles to getting real-time decisioning up and running Example of best practices

Featuring:
Jo Ann Parris
Principal, The Parris Group
Formerly Vice President - Vertical Solutions Marketing at Convergys
Bob Moore - Independent Consultant
Formerly Director of Marketing at Convergys 
Episode:

• Friday October 5th 12:00pmEST - 1:00pmEST
• Call-in Number: (323) 679-0913