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Topic: Valeria Maltoni

  
Ivan Glickman
INNOVATION   |  8 comments

WANTED: Customer Service Champs

BY Valeria Maltoni
Relevancy Score: 100
Thu Mar 8, 2007 at 8:48 AM

It’s interesting to me that every time I read articles and newsletters about leadership, I find references to how true leaders treat their employees with respect and dignity, value their opinions, and ask for their feedback. When ...READ»

Ivan Glickman
CONVERSATION   |  1 comment

How to Build the Tangible Activities that Make Customer Contact the Relationship Sport it Should be

BY Valeria Maltoni
Relevancy Score: 100
Sun Mar 8, 2009 at 11:26 PM

The problem with customer conversations is that they are often not seen as instrumental to customer conversions, which are the bread and butter of a business. Instead, they are considered intangibles, in the same way as relationships ...READ»

INNOVATION   |  Comment

The "NO Effort" Effect


Relevancy Score: 100
Thu Apr 12, 2007 at 10:57 AM

Given all the reports and articles published on negative experiences, I am puzzled at the lack of effort from companies. This week I took a detour on my way to work to drop off my car for some repairs needed after I got into a bit ...READ»

Ivan Glickman
CONVERSATION   |  2 comments

How to Build an Engaging Video Library for your Customers

BY Valeria Maltoni
Relevancy Score: 100
Sun May 31, 2009 at 1:32 PM

This is not the kind of library that just sits on the shelf. It’s a very active and dynamic way of offering information, tutorials, FAQs answering most asked questions, and special announcements for your customers. Why does video ...READ»

INNOVATION   |  Comment

The "NO Effort" Effect


Relevancy Score: 100
Thu Apr 12, 2007 at 10:57 AM

Given all the reports and articles published on negative experiences, I am puzzled at the lack of effort from companies. This week I took a detour on my way to work to drop off my car for some repairs needed after I got into a bit ...READ»

Ivan Glickman
INNOVATION   |  Comment

The "NO Effort" Effect

BY Valeria Maltoni
Relevancy Score: 100
Thu Apr 12, 2007 at 10:57 AM

Given all the reports and articles published on negative experiences, I am puzzled at the lack of effort from companies. This week I took a detour on my way to work to drop off my car for some repairs needed after I got into a ...READ»

INNOVATION   |  8 comments

WANTED: Customer Service Champs


Relevancy Score: 100
Thu Mar 8, 2007 at 8:48 AM

It’s interesting to me that every time I read articles and newsletters about leadership, I find references to how true leaders treat their employees with respect and dignity, value their opinions, and ask for their feedback. When ...READ»

INNOVATION   |  2 comments

Innovation: Customer Feedback as CPR


Relevancy Score: 100
Thu Jun 14, 2007 at 9:59 AM

Imagine you’re lying on the ground not knowing how you got there. Think what it would be like to have your life choked out of you. How are you feeling? Wouldn’t you want someone to come to your rescue? Customer feedback can and ...READ»

Ivan Glickman
INNOVATION   |  4 comments

Innovation: Top 10 Reasons Why Your Customer Service Fails

BY Valeria Maltoni
Relevancy Score: 100
Thu Jul 5, 2007 at 9:23 AM

It’s no secret that when the time comes to evaluate your customer service, the finger pointing begins – and all fingers point suspiciously somewhere else. Let’s be courageous and look at the Top 10 reasons why customer service ...READ»

INNOVATION   |  4 comments

Innovation: Top 10 Reasons Why Your Customer Service Fails


Relevancy Score: 100
Thu Jul 5, 2007 at 9:23 AM

It’s no secret that when the time comes to evaluate your customer service, the finger pointing begins – and all fingers point suspiciously somewhere else. Let’s be courageous and look at the Top 10 reasons why customer service ...READ»

INNOVATION   |  2 comments

Innovation: Customer Feedback as CPR


Relevancy Score: 100
Thu Jun 14, 2007 at 9:59 AM

Imagine you’re lying on the ground not knowing how you got there. Think what it would be like to have your life choked out of you. How are you feeling? Wouldn’t you want someone to come to your rescue? Customer feedback can and ...READ»

INNOVATION   |  4 comments

Innovation: Top 10 Reasons Why Your Customer Service Fails


Relevancy Score: 100
Thu Jul 5, 2007 at 9:23 AM

It’s no secret that when the time comes to evaluate your customer service, the finger pointing begins – and all fingers point suspiciously somewhere else. Let’s be courageous and look at the Top 10 reasons why customer service ...READ»

INNOVATION   |  8 comments

WANTED: Customer Service Champs


Relevancy Score: 100
Thu Mar 8, 2007 at 8:48 AM

It’s interesting to me that every time I read articles and newsletters about leadership, I find references to how true leaders treat their employees with respect and dignity, value their opinions, and ask for their feedback. When ...READ»

INNOVATION   |  Comment

INDIANA JONES in Customer Service


Relevancy Score: 97
Thu Apr 26, 2007 at 9:57 AM

She called asking a very simple question. Something seemed to be wrong with the paperwork and she needed to find out about the shipment. After talking for a few minutes, just as the conversation was drawing to a close, our customer ...READ»

Ivan Glickman
CONVERSATION   |  Comment

Is More-Faster-Now the Answer?

BY Valeria Maltoni
Relevancy Score: 97
Thu Aug 7, 2008 at 6:14 AM

I’d say that if it were, the question could almost be anything these days. We want, no we demand to exact it from others - colleagues, sometimes spouses, and most definitely companies as represented by their customer service ...READ»

INNOVATION   |  Comment

INDIANA JONES in Customer Service


Relevancy Score: 97
Thu Apr 26, 2007 at 9:57 AM

She called asking a very simple question. Something seemed to be wrong with the paperwork and she needed to find out about the shipment. After talking for a few minutes, just as the conversation was drawing to a close, our customer ...READ»

Ivan Glickman
INNOVATION   |  Comment

INDIANA JONES in Customer Service

BY Valeria Maltoni
Relevancy Score: 97
Thu Apr 26, 2007 at 9:57 AM

She called asking a very simple question. Something seemed to be wrong with the paperwork and she needed to find out about the shipment. After talking for a few minutes, just as the conversation was drawing to a close, our customer ...READ»

Ivan Glickman
CONVERSATION   |  Comment

How do You Scale Customer Care?

BY Valeria Maltoni
Relevancy Score: 94
Mon Jan 12, 2009 at 6:40 AM

Mass personalization in customer care works only if your name is “mass”. Other customers may have been fine with a different kind of response, but they probably did not have the exact problem or question the customer in front of ...READ»

Ivan Glickman
CONVERSATION   |  1 comment

How Customer Conversation can Be the Keystone of Your Marketing

BY Valeria Maltoni
Relevancy Score: 94
Sun May 3, 2009 at 7:07 PM

Direct conversations with customers allow organizations to become public resources on areas of expertise. This happens in at least two ways: (1) through engagement, or social components, and (2) with valuable content, which is where I ...READ»

Ivan Glickman
CONVERSATION   |  Comment

How to do Quality without Sacrificing Value

BY Valeria Maltoni
Relevancy Score: 94
Mon Dec 22, 2008 at 6:19 AM

The term quality is one that every single business likes to claim, yet since fewer and fewer come through when it’s time to back up that claim with execution, it has joined the list of other once powerful and now empty words ...READ»

Ivan Glickman
INNOVATION   |  Comment

How can we go from CANNED to Personalized?

BY Valeria Maltoni
Relevancy Score: 91
Thu Mar 22, 2007 at 9:24 AM

We’ve done it. We finally discovered that relying on scripting frontline responses only takes us so far on the frontier of great customer service. It was a study by Katzenbach Partners that illuminated this latest fad fallacy. Do ...READ»

INNOVATION   |  Comment

How can we go from CANNED to Personalized?


Relevancy Score: 91
Thu Mar 22, 2007 at 9:24 AM

We’ve done it. We finally discovered that relying on scripting frontline responses only takes us so far on the frontier of great customer service. It was a study by Katzenbach Partners that illuminated this latest fad fallacy. Do ...READ»

INNOVATION   |  Comment

How can we go from CANNED to Personalized?


Relevancy Score: 91
Thu Mar 22, 2007 at 9:24 AM

We’ve done it. We finally discovered that relying on scripting frontline responses only takes us so far on the frontier of great customer service. It was a study by Katzenbach Partners that illuminated this latest fad fallacy. Do ...READ»

Ivan Glickman
CONVERSATION   |  Comment

Adobe Creates a New Kind of Customer Conversation on Delicious and Reaps Rewards

BY Valeria Maltoni
Relevancy Score: 91
Sun Jun 14, 2009 at 9:27 PM

Smart companies have learned that often the best users of their products know as much or much more than their employees. Adobe is one such company. They are the creators of design and desktop publishing tools for communications and ...READ»

Ivan Glickman
INNOVATION   |  12 comments

Innovation: Customer SURVEYS are Dead

BY Valeria Maltoni
Relevancy Score: 90
Thu Oct 18, 2007 at 7:50 AM

Tell the truth, do you look forward to filling out and responding to surveys? They are one of the most invasive forms of one-way communication. From the exit interview to the “how did we do?” after your car has been serviced, ...READ»

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