en-gb 60 Copyright ipadio 2013 Sat, 25 May 2013 14:24:25 GMT nonadult 32964 http://www.ipadio.com/channels/Customer_Management_IQ_Podcast support@ipadio.com no https://223bf21a13a38d650902-d6d97ab60f88237af384ae0566df7995.ssl.cf3.rackcdn.com/legacy/images/userPhlogImage13982_32964_11-Nov-10-02-11-21.jpghttp://www.ipadio.com/channels/Customer_Management_IQ_Podcast 85151 Thu, 23 Jun 2011 23:52:37 GMT http://www.ipadio.com-85151 http://www.ipadio.com/broadcasts/Customer_Management_IQ_Podcast/2011/6/24/Customer-Management-IQ-Interview-with-Annalie-Killian reputation management, annalie killian, social 0 0 81666 Thu, 02 Jun 2011 08:33:39 GMT http://www.ipadio.com-81666 http://www.ipadio.com/broadcasts/Customer_Management_IQ_Podcast/2011/6/2/Customer-Management-IQs-Podcast-with-John-Seddon-Vanguard-Consulting 0 0 80926 Fri, 27 May 2011 01:13:36 GMT http://www.ipadio.com-80926 http://www.ipadio.com/broadcasts/Customer_Management_IQ_Podcast/2011/5/27/Customer-Management-IQ-interview-with-Roger-Sharp-Director-of-Corporate-Affairs-at-BUPA roger sharp, director, corporate -24.9121 133.398 79782 Mon, 23 May 2011 06:23:57 GMT http://www.ipadio.com-79782 http://www.ipadio.com/broadcasts/Customer_Management_IQ_Podcast/2011/5/23/Customer-Management-IQ-Interview-with-Jane-de-Gault-of-Telstra new south whales, corporate affairs manager, public sector organization 0 0 78654 Wed, 18 May 2011 04:15:05 GMT http://www.ipadio.com-78654 http://www.ipadio.com/broadcasts/Customer_Management_IQ_Podcast/2011/5/18/Customer-Management-IQs-Interview-with-Timothy-Waters-GM-Contact-centre-Solution-Sales-Telstra improving customer service, delivery channel, solution sales 40.7174 -74.3624 78471 Tue, 17 May 2011 01:21:16 GMT http://www.ipadio.com-78471 http://www.ipadio.com/broadcasts/Customer_Management_IQ_Podcast/2011/5/17/Customer-Management-IQ-Interview-with-Peter-Hansen-Media-Relations-at-ANZ-Wealth peter hanson, e trade, investment insurance -24.9121 133.398 76512 Hi there, this is Arthur Chan from Customer Management IQ and today I'm delighted to joined by Oliver Freedman who is the director at Reputation Institute Australia and the general manager of AMR. And Oliver is also a chairman at the Reputation Management event to be held in Sydney this August. So firstly thank you for joining us this morning and welcome Oliver. Thank you very much thanks for having me. It's also great to have you here. So today we really gonna focus on measuring reputation. So when measuring corporate reputation what should be the main focus here and how should companies really go about measuring their reputation. I think they are number of key components when companies are deciding to measure their corporate reputation and I guess the first is to understand who they should be speaking to. So who are they key, state holders? Whether it be in government whether it be customers whether it be employee really determine who it is that they want to speak to and then Hi there, this is Arthur Chan from Customer Management IQ and today... Hi there, this is Arthur Chan from Customer Management IQ and today I'm delighted to joined by Oliver Freedman who is the director at Reputation Institute Australia and the general manager of AMR. And Oliver is also a chairman at the Reputation Management event to be held in Sydney this August. So firstly thank you for joining us this morning and welcome Oliver. Thank you very much thanks for having me. It's also great to have you here. So today we really gonna focus on measuring reputation. So when measuring corporate reputation what should be the main focus here and how should companies really go about measuring their reputation. I think they are number of key components when companies are deciding to measure their corporate reputation and I guess the first is to understand who they should be speaking to. So who are they key, state holders? Whether it be in government whether it be customers whether it be employee really determine who it is that they want to speak to and then Fri, 06 May 2011 02:04:05 GMT http://www.ipadio.com-76512 http://www.ipadio.com/broadcasts/Customer_Management_IQ_Podcast/2011/5/6/Customer-Management-IQ-Interview-with-Oliver-Freedman-of-the-Reputation-Institude-Australia-and-AMR-Sydney reputation institute, corporate reputation, reputation management 0 0 76148 Wed, 04 May 2011 00:17:32 GMT http://www.ipadio.com-76148 http://www.ipadio.com/broadcasts/Customer_Management_IQ_Podcast/2011/5/4/Customer-Management-IQ-Interviews-Patrick-Tobin-Project-Director-Student-Relationship-Management-University-of-New-England IQPC, IQPC australia, Customer Management IQ 0 0 72812 Thu, 14 Apr 2011 02:16:15 GMT http://www.ipadio.com-72812 http://www.ipadio.com/broadcasts/Customer_Management_IQ_Podcast/2011/4/14/Customer-Management-IQ-Interviews-Libby-Atkins-about-the-Government-Contact-Centre-Summit-and-Awards-2011 0 0 71542 Thu, 07 Apr 2011 05:10:16 GMT http://www.ipadio.com-71542 http://www.ipadio.com/broadcasts/Customer_Management_IQ_Podcast/2011/4/7/Customer-Management-IQ-Interviews-Warrick-Farrow-as-part-of-the-Government-Contact-Centre-Summit-2011 australian taxation office, technology transformation, innovative project 0 0 65209 Joey line Tallahassee management eye care. Welcome to the Polcas(?) for executive assistant and personal assistant 2011. So ___ your management and organization skill with his performance excellent. And joining us today so it's driving skill is Sandra Jeffrey direct to our for information services at the University of sunshine Coast Welcome Center. Thanks Lauren. It's good to be with you. Hey Sandra oh the for I guess write again with your name which is be able to just tell us a little about your oh role at this oh University of sunshine Coast. Sure Lauren I'm co director information services and that comprise a 3 different elements within this University. Call to best the library. Part of his record management and part that's a mail and print services so it's quite a diverse portfolio and managing people with different secure fits and different ___ Joey line Tallahassee management eye care. Welcome to the Polcas(?)... Joey line Tallahassee management eye care. Welcome to the Polcas(?) for executive assistant and personal assistant 2011. So ___ your management and organization skill with his performance excellent. And joining us today so it's driving skill is Sandra Jeffrey direct to our for information services at the University of sunshine Coast Welcome Center. Thanks Lauren. It's good to be with you. Hey Sandra oh the for I guess write again with your name which is be able to just tell us a little about your oh role at this oh University of sunshine Coast. Sure Lauren I'm co director information services and that comprise a 3 different elements within this University. Call to best the library. Part of his record management and part that's a mail and print services so it's quite a diverse portfolio and managing people with different secure fits and different ___ Fri, 11 Mar 2011 04:13:19 GMT http://www.ipadio.com-65209 http://www.ipadio.com/broadcasts/Customer_Management_IQ_Podcast/2011/3/11/Podcast-with-Sandra-Jefferies-EAPA university of sunshine coast, director information services, sandra oh 30.4398 -84.2806 56785 1. How have field services evolved in WA Polcie? Do you think the nature of service management across organisations in Australia is changing? 2. Technology is a pivotal element of field service mobility– are technologies realising cost efficiencies for WA Police? How so? 3. What are the main challenges involved in field crew technology adoption at WA Police? 4. What are the FSM technologies and strategies of the future? 1.How have field services evolved in WA Polcie? Do you think the... 1. How have field services evolved in WA Polcie? Do you think the nature of service management across organisations in Australia is changing? 2. Technology is a pivotal element of field service mobility– are technologies realising cost efficiencies for WA Police? How so? 3. What are the main challenges involved in field crew technology adoption at WA Police? 4. What are the FSM technologies and strategies of the future? Wed, 02 Feb 2011 02:21:00 GMT http://www.ipadio.com-56785 http://www.ipadio.com/broadcasts/Customer_Management_IQ_Podcast/2011/02/02/Podcast-with-Lance-Martin-FSM-2011 54176 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 spoke to Dr. Shayne Silcox, Dr. Shayne Silcox,... 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? Mon, 17 Jan 2011 01:15:00 GMT http://www.ipadio.com-54176 http://www.ipadio.com/broadcasts/Customer_Management_IQ_Podcast/2011/01/17/Interview-with-Dr-Shayne-Silcox-on-touchpoint-consistency customer experience management, 14th anniversary, latest innovations -24.4378 121.079 53584 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? Customer Management IQ recently caught up with Charles Crouch,... 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? Tue, 11 Jan 2011 00:09:00 GMT http://www.ipadio.com-53584 http://www.ipadio.com/broadcasts/Customer_Management_IQ_Podcast/2011/01/11/Interview-with-Charles-Crouch-on-social-media-corporate-pla customer experience management, 14th anniversary, latest innovations 52197 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? Customer Management IQ spoke to Brett Whitford on how social media... 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? Wed, 22 Dec 2010 03:50:00 GMT http://www.ipadio.com-52197 http://www.ipadio.com/broadcasts/Customer_Management_IQ_Podcast/2010/12/22/Interview-with-Brett-Whitford-on-social-media-and-CEM-how-c customer experience management, 14th anniversary, latest innovations -24.9121 133.398 48394 Customer Management IQ caught up with Mick Cooper, Service Manager at Toyota Material Handling. In this short interview, he talks about the main challenges in adopting feild crew technologies and what FSM really means for the customer. Questions we asked include: 1. What are the main challenges involved in field crew technology adoption? 2. What strategies did you implement to drive cultural change and staff buy-in? 3. How are enhanced field services working for the customer? Can you give any productivity or customer service metrics from your experiences of this? 4. What are the FSM technologies and strategies of the future? And what, in your opinion, are the potential benefits and efficiencies of these? Customer Management IQ caught up with Mick Cooper, Service Manager at... Customer Management IQ caught up with Mick Cooper, Service Manager at Toyota Material Handling. In this short interview, he talks about the main challenges in adopting feild crew technologies and what FSM really means for the customer. Questions we asked include: 1. What are the main challenges involved in field crew technology adoption? 2. What strategies did you implement to drive cultural change and staff buy-in? 3. How are enhanced field services working for the customer? Can you give any productivity or customer service metrics from your experiences of this? 4. What are the FSM technologies and strategies of the future? And what, in your opinion, are the potential benefits and efficiencies of these? Wed, 24 Nov 2010 23:15:00 GMT http://www.ipadio.com-48394 http://www.ipadio.com/broadcasts/Customer_Management_IQ_Podcast/2010/11/24/Interview-with-Mick-Cooper-on-challenges-in-adopting-FSM-tec FSM,FSM Technology, field service management