Broadcast live to the web from a phone call

Scott McKain presents cutting-edge ideas with razor-sharp clarity for audiences around the world. Scott McKain’s latest book, “Collapse of Distinction: Stand Out and Move Up While Your Competition Fails” was named one of the “Ten Best Business Books” of the year by the Miami Herald, Sacramento Bee, and numerous other major publications. He is also the Co-founder and Principal of The Value Added Institute, a think-tank that examines the role of the customer experience in creating significant advances in the level of client loyalty. He has been honored with induction into the "Professional Speakers Hall of Fame" -- and is a member of the "Speakers Roundtable," an elite group of twenty business speakers considered by many to be among the best in the world. Scott McKain has made several appearances on FOX News Network as an Analyst and Commentator. His platform presentations have run the gamut from the White House lawn with the President in the audience carried live on CNN and NBC's "Today" show...to a remote outpost near the Amazon...all 50 states, seven Canadian provinces...and from Singapore to Sweden...Mexico to Morocco.

Good afternoon. Today you will be interviewing Mrs Wafa(?) Hamudi(?) director of customer care at Seying(?) Sudan(?). Wafa(?) will be speaking at I Q P C customer experience management in Telecom Summit taking place from 18 to 21 of March at the Amrirouge(?) Natad(?) Hotel Tabar(?) UAE. Wafa(?) has an extensive experience in deploying expective(?) customer in oriented strategies, managing and motivating lots of teams within leading telecom industries. She graduated in 2001 with PSD(?) honor decree in community health management and in 2007 she became a member of the Chartered Institute of Personal and Development in UK.

Customer Management IQ spoke to Dr. Shayne Silcox, Dr. Shayne Silcox, CEO of the City of Melville, who is presenting a workshop on driving customer focus at the CEM 2011. Questions we asked include: 1. What are the cornerstones to excellence in Customer Experience Management? 2. How do you manage customer feedback and what do you think are the best practices here? 3. How should companies ensure consistency in their customer ‘touchpoints’? 4. Are there any touchpoints which you find difficult to manage this consistency, and how do you approach this? 5. Can you go through how social media has affected the way the City of Melville operates its customer service?

Customer Management IQ recently caught up with Charles Crouch, E-Business Lecturer at Boston University International Graduate Programs, who is presenting a Masterclass on social media, e-business and creating customer value online. In this interview he talks about social media, the need for companies to listen and respond and gives on his views of where he believes CEM will head towards. Questions we asked include: 1. Can you explain how social media has affected the customer experience and service landscape? 2. You’re an advocate for social media, so what do you believe are the cornerstones to a corporate social media plan? 3. Social media has meant real time customer feedback, so how can companies maximise on this to ensure they make the most out of the medium? 4. Where do you see social media and CEM heading in the near future?

Hello and welcome to this first customer contact exchange pod cast for 2011. Thank you very much for downloading us. My name is Abby Stan. I'm the event director for the Executive Customer Contact Exchange which is a practitioner led forum where vice presidents and directors of customer service, contact centers, sales and operations all gather to discuss practically solutions to driving customer experience, price of excellence and people developments. Joining me here today we have Joe Corson the chief executive of the Institute of Customer Service who will be speaking at the 2011 exchange in March. Now Joe as a chief executive you take leading Customer Service Institute you are heavily involved with the number of research programs relating to the challenges facing the whole market place and I'm sure you're seeing the same issue, the rising that that we have during our research for the customer contact exchange. The ROI of customer service being one of them. Now why do you think this is such a ___.

Customer Management IQ spoke to Brett Whitford on how social media has affected CEM, how companies can ensure consistent customer service via ‘touchpoint maps’ and strategies to train staff. Questions we asked include: 1. From a consumer perspective, how can companies differentiate themselves from competitors? 2. How should companies ensure service delivery consistency across all touchpoints? 3. What should be the key strategies when it comes to training Customer Experience staff? 4. Social media has meant real time customer feedback, so how has this affected CEM?

Finance IQ speaks to Michael Russell, CEO of Mortgage Choice on product diversification, how to remain competitive and Mortgage Choice is adopting technology to improve customer satisfaction. Questions we asked include: 1. Post GFC, where is the mortgage market heading? How is Mortgage Choice managing the changed landscape? 2. We keep seeing product diversification as a form of competition in the mortgage industry. How has this been received by customers? 3. Where should lenders look to in order to remain competitive in the industry? 4. How has Mortgage Choice successfully implemented technology and managed that change? 5. With customer satisfaction levels on the decline, how important is the customer experience to drive customer satisfaction, and ultimately, business profitability? What do the customers want in 2011?

Good morning when you get an opportunity go to the website w w w dot J Witt dot come and I was talking with someone about 2 days ago and they made a really profound statement. They said that new delivery for the 21st Century is not the person who can't read or write but rather the person who refuses to change and I thought that was really profound because if you look at any miracle or anything major accomplishment. Anything significant that's ever happened people had to change whether it be their thought process. Do something different with their finances, do something different in their business. Venture out and take a rest whatever but they had to change. People had to change in order to make significant improvements or see a miracle or see some something significant happened in their lives. So as it relates to your business if you wanna see a small miracle

Good morning, hopefully you are having an awesome week. I know I did. When you get an opportunity please go to the website which is www dot j With dot com and I know I haven't been casting like I should I've just been really bugged out with work and a lot of things going on but lately the clouds are starting to clear and the day is becoming a little bit brighter and sunnyer(?). We're continually working on building customer ___ that are memorable and one that are remarkable and ones worthy of getting commentary so let me know on at the website www dot j with dot com. How it is that you're going about building memorable customer experience. What you're doing. Are you doing things outside the box. Are you going above and beyond to create that kinda experience that customers enjoy and return to your business. So let's talk about it. I'm definitely looking forward to hearing from.

The other day I told a story about my coworker then how ___ to make a better take us in, alright and I have really enjoyed that conversation become, I noticed that when I has talking with him, he really did he believe that if you, the social media, the same way ___ even using it and it could do all this other things that other people who are already doing and I like this challenge of pushing him to get out there and do it, don't be worried about what other people are doing, worry about what you can do and worry about what you can bring for this equation, worry about what you appointed it, there's a fact here because if nothing more, you're gonna push other people so you're coming out there, he only got, you got on the blog, pushing stuff around, check them boundaries.