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• Ways to Collect Customer Feedback

» Download the Brochure

» Download the 2009 Brochure

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• Making Customer Complaints Profitable

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• Maximizing the Multi-channel Customer Experience
• Voice of the customer and maximizing the customer feedback process

• Using Emerging Media to Interact with your Customers - A lesson from Southwest Airlines

New and emerging media are significantly changing the way businesses interact with their customers. From blogs to Facebook to Twitter to You Tube, customers have more ways than ever before to voice their opinions-both good and bad-about your business. The good news is that your business has more ways than ever to interact with them too. Today, we will talk to Paula Berg, the Manager of Emerging Media for Southwest Airlines, a company that has been an innovator in the digital space. Paula will share her experiences, and explain why good customer relations are more important than ever in today's digital world. If you want to hear more from Paula, she is a featured speaker at IQPC's 6th Customer Feedback Week taking place at the Omni Hotel at CNN in Atlanta, GA.

Presenter: Paula Berg
Manager of Emerging Media, Southwest Airlines

Articles

• The Customer Experience is Your Brand
• Why Listen to Customer Sentiment?
• Are You Ready for Enterprise Feedback Management (EFM)?
• Leveraging Customer Feedback for Profit: Advances in Speech Analytics for Voice of the Customer
• Customer Feedback is a Two-Way Speech
• Turning VOC into a Strategic Weapon in an Economic Crisis
• Four Steps to Jazzing Up Your Customer Loyalty Program
• New Champions article
• Swimming or Drown article
• Price Loyalty article
• An Interview with Lynn Holmgren, National Director of Customer Care, Whirlpool Corporation
• Getting your marketing off on the right foot! An Interview with Derek Ungless, Executive Vice President and Chief Marketing Officer, DSW
• Using Social Media to engage your customers and constituents--an interview with Jeffrey Kay, Director of NYC Mayor Bloomberg's Office of Operations

Service Invention to Increase Retention is the inaugural study released by the Customer Experience Board (CEB), a strategic interest network of the CMO Council. The 80-page global benchmark reveals a high level of concern among marketers in telco, wireless, cable, satellite and ISP sectors, who are reportedly scrambling to retain subscribers, induce loyalty, improve customer satisfaction, and deliver appealing revenue-producing services.

The survey of nearly 150 senior marketing executives in the communication service provider space is now available for download. While the report is an assessment of the communication service provider space, the challenges, strategies and solutions to optimize and manage the customer experience resonate across all industries.

View the report for free here: www.customerexperienceboard.org/report.php