EVENTS
European Customer Experience World the premier event for Customer Experience professionals in Europe – is being held at the new Hilton Hotel, Terminal 5, Heathrow, on the 22nd-23rd May.
May 2012
04-05 May 2012
The 2012 Customer Insights Conference, Connecticut, USA
08-10 May 2012
14-15 May 2012
22-23 May 2012
European Customer Experience World, London, UK
31 May 2012
Customer Insight in Public Services Conference, London, UK
June 2012
29-30 June 2012
Customer Experience World Summit 2012, London, UK
September 2012
16-19 September 2012
Customer Support Seminar, Indianapolis, USA
21 September 2012
UK Customer Experience Awards 2012, London, UK
October 2012
15-17 October 2012
Mobile Shopping Fall, New York, USA
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DON HALES COLUMN
EMPOWERMENT Strong word easily emasculated
Some years ago, I remember being with one of my favourite motivational speakers – the incomparable Geoff Burch – who told me about a potential client, a chief executive at a major company, who had invited him to speak at the organisation’s annual conference on the subject of EMPOWERMENT.
FEATURED
By Neil Ranadé
Having previously worked for a local authority for 15 years, mostly in a Customer Service environment, it would be fair to say that we lagged behind the private sector in many areas, not least in delivering an excellent customer experience.
By Steve Raher
Is your brand ready for the upcoming shift in the demographics of the workforce? The Millennial generation, or Generation Y, is the segment of the population that was born between 1977 and 1990. They make up about 25% of the general population while making up a disproportionate 30% of the population online.
FEATURED TOPIC - Empowering your Employees
It is great to feel on the top of the world. To have everything under control and to feel the higher powers working on your behalf, to love your job and to spread that love to your customers.
This month we look at empowerment – how to lift the spirits of your employees and your customers. Frustration often comes from things we cannot control or influence. Imagine an employee who has to deal with the same issue over and over again, who has ideas on how to deal with the issue but doesn’t have the power to act on them. Everyone wants to love their job and improving the way to do the job is a very important part of keeping the employees and the customers happy.
AWARDS
Empowering a Generation Y workforce for great customer experience
FEATURED
Allowing your customer service staff to fly
By Ricky Thakrar
Empowerment is about enabling people to respond effectively to non-routine events and requests, with confidence and without fear. So, how can you ensure that your employees are empowered?
Empowerment for dummies
COMMENT
NEWS
The UK Customer
Experience
Awards
Are you wondering what impact entering an awards programme has on your business?
Well as those companies and organisations who regularly enter awards will tell you, you don't even have to win an award to reap the benefits.
By Rachel Adams
For companies around the world, market research is an essential first step when making major product development changes or key marketing decisions. Extrapolating data from an online audience can provide companies with the insight necessary to test campaigns, trial new products or identify potential gaps within their market. However, one of the problems companies face when undertaking market research is the sheer cost of carrying out one-off, tailored surveys to a specific group of respondents.
Invaluable Insight: how companies can maximise engagement with
their customers
Eldon Phukuile
South Africa in particular, is always interesting to analyze from the perspective of customer service. I believe that many South Africans will agree with the view that good customer service is lacking, and that there is a massive need as well as a massive opportunity to improve customer service in the country.
Why is customer service seen as the Holy Grail for many companies when it is simply logical, with a clear business case?
TeleTech Foresees New Standards for Building Customer Trust as the Driving Force for the Future of Customer Experience Management
TeleTech Holdings, Inc. a leading global provider of technology-enabled customer engagement and experience solutions, has outlined the evolving attributes of trust between organisations and the public in the 21st century and the role a holistic customer experience management strategy plays in that equation.
By Carolyn Hall
Great customer experiences require good products, smooth processes and empowered, engaged employees. Giving your employees the opportunity to maximise the impact they have on customer experience enables your business to not only offer great customer service, but to improve the key Moments of Truth in the customer lifecycle.
Empowering Employees for a Great Customer Experience
By Dr Anton Franckeiss
The risk/reward principle is well understood, but is it a mindset - a particular lens for viewing life through, or something closer to the rules of a particular game? A game, moreover, often played by people who think of themselves as ‘players’ and see their lives in terms of ‘winning’.
Time to rethink the relationship between risk and reward?
O2 has announced the launch of its Future Fund, a new initiative to help forward-thinking councils get to grips with new methods of engaging their staff, citizens and communities.
O2 Future Fund launches to kick start transformation in local government ICT
