Thursday, October 28, 2010

NACCM 2010: Day 2 in Pictures

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Day 2 of NACCM 2010 in Photos:

NACCM 2010: An Interview with the Conference Chair

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On the last day of NACCM 2010, we caught up with Curtis Bingham, President and Founder, CHIEF CUSTOMER OFFICER COUNCIL, the Chair for the 20...

NACCM 2010: How Leaders Must Empower Employees: CareerBuilder.com Focuses on People, Process and Culture

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Presented by: Mike Hargis, CAREERBUILDER -Millennials are 2-3x more accepting to new technologies -Millennials prefer structure for their da...
Wednesday, October 27, 2010

NACCM 2010: The Hartford’s Journey Toward Building an Award Winning Culture

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Presented by Sue Brinker, AVP Property & Casualty Learning, Hartford Insurance NACCM, 2010 Hartford’s Advance 50 team is comprised of 5,...

NACCM 2010: Ace Care Increases Efficiency without Losing “Tribal Knowledge” or Personal Touch

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Presented by Kalus Buellesbach, NACCM 2010 Helping you is the most important thing we have to do today. As the world’s largest retail cooper...

NACCM 2010: Service Sabbatical: Blue Cross Blue Shield’s Employee Development Opportunity

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Patricia Dilane, Director Member Service Delivery, Blue Cross Blue Shield Massachusetts Service Sabbatical is an innovative program from BCB...

NACCM 2010: View from the Top

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Jay Steinfeld , CEO, Blinds.Com It’s hard to do one thing 100% better than everyone, but you can do 100 things 1% better. It all adds up. Bl...

NACCM 2010: Learning Leadership Disney Style for Strong Business Results

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Presenter: William Greenwald, HUMANA Leadership Details from Disney: -Attention to detail – Humana has no meetings between 8:00-9:00 and 4:0...

NACCM 2010: Leadership Means Enabling Success for All Associates: How ADT's Employee Engagement Impacts the Bottom Line

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Presented by: Georgia Eddleman Little, ADT SECURITY SERVICES The Customer Monitoring Center – take calls for customers at times of emergency...

NACCM 2010: Customer-Centric Leadership: Sun International Hotels Gears Up for the World Cup

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Presented by: Ica van Eeden, SUN INTERNATIONAL (PTY) LTD HOTEL GROUP What does customer management mean? Identify and undsteradn what they ...

NACCM 2010: Drive Business Performance: How Leaders Enable a Culture of Intelligent Execution

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Joey Fitts, Author, DRIVE BUSINESS PERFORMANCE: ENABLING A CULTURE OF INTELLIGENT EXECUTION How do you differentiate from the competitor? F...

NACCM 2010: "Breakfast of Champions" Outdoor Roundtables

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Roundtable: Gina Debogovich, BEST BUY Best Buy’s social strategy has really taken flight over the past three years. Here are a few of the k...
Tuesday, October 26, 2010

NACCM 2010: Day One In Pictures

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Photos of Day 1 at NACCM 2010 in Orlando, Florida:

NACCM 2010: What was one thing you learned today?

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After an informative day at NACCM, a few attendees shared one thing they learned about today. Watch the video: What did you learn at NACCM ...

NACCM 2010: Growing a Branded Community to Increase Engagement and Advocacy

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Pesented by Rebecca (Becky) Carroll, Community Program Manager, Verizon, NACCM 2010 Moving from as tech support oriented community with foru...

NACCM 2010: Improving Worldwide Customer-Centric Culture & Accountability

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Presented by Ines Vargas, LATAM Customer & Partner Experience Lead, Microsoft Corporation, NACCM 2010 95% of Microsoft’s business comes ...

NACCM 2010: Westfield Creates a Culture of WOW through Employee Engagement

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Westfield Creates a Culture of WOW through Employee Engagement Presented by Andre Harris, Westfield’s VP Brand and Employee Communications, ...

NACCM 2010: Connecting With Customers and Measuring Results

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Presented by Tom Zimmerman, GE Healthcare, NACCM 2010 "Customer Experience” starts with Marketing, not after Sales. For GE Healthcare, ...

NACCM 2010: It’s Not About Smiling More: Creating a Measureable Customer Experience Culture at Thomson Reuters

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Presented by Barbara Graovac, VP and GM of Thomson Reuters Employer Market, NACCM 2010 Use right-brain techniques to strengthen relationship...

NACCM 2010: Keeping it Real with Customers: Nationwide on your Side

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Keeping it Real with Customers: Nationwide on your Side Presented by Jasmine Green, Chief Customer Advocate, Office of Customer Advocacy, at...

NACCM 2010: The Business Behind the Magic of Disney's Chain of Excellence: Leadership, People Management, Quality Service, and Loyalty

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Presented by: Mike Reardon, DISNEY INSTITUTE What is the business model behind Disney? They made sure they could verify it. They have a ch...

NACCM 2010: The Power of Customer Advocacy in Business-to-Business Markets – Market Probe’s Research Approach to Leveraging the Power of Word-of-Mouth

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Presented by: Michael Lowenstein, MARKET PROBE Customer retention is important, but the name of the game is how you use touchpoints and expe...

NACCM 2010: The Organizational Impact of Real-Time Customer Feedback

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Presented by: Matthew Bowman, ALLEGIANCE Real-time customer feedback: Contrasting real time feed back against laitency issues that are commo...

NACCM 2010: Straight Talk: How Electronic Arts' Leaders Empower Employees

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Boyd Beasley, ELECTRONIC ARTS Beasley starts by asking: Do you know whether or not the service in your business is good? Will your agents b...

NACCM 2010: AutoTrader.com Drives Sales, Retains Business, and Shapes Key Company Objectives with Their Client Loyalty Program

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Presenter: Joe Richards, AUTOTRADER.COM Autotrader created a customer satisfaction program for their customers in 2005. Through this, over ...