Chad Schaeffer

JULY 4, 2013

Hope you all have fun plans lined up for the 4th, I can’t wait to spend a few long weekends in northern Michigan later in July and August. Last thing I want you to do is stay inside and read this blog on your laptop so kick those shoes off, put your feet up, grab a cold one and pull up No Fluff Social Media on the tablet out on the patio! Last week I blogged about my new favorite company, Uber.

Customer Experience 48

Customer Experience Wireless Engineering Marketing 48

Horizon CX

JULY 1, 2013

'As a Bank of America (B of A) customer over the last 15 plus years, [and having arrived here more as the result of acquisition than by choice] I have been a loyal customer in the sense that I have stayed and have not migrated to another banking institution. Call me a creature of habit, but nothing has yet driven me to defect from B of A. Like Starbucks, my personal choice when I desire a cup of coffee, they are everywhere I go and they are consistent if nothing else.

B2C 40

B2C Banking Customer advocacy Accountability 40

Customer Interactions

JULY 4, 2013

'I recently attended the NICE EMEA Business Partners Summit in beautiful Budapest. Amidst the general experience-sharing, learning, and fun, one of the discussions that came up again and again with attendees was about the need to move away from traditional selling approaches (based on security, safety or compliance) and toward a value selling approach.

Telecommunications 32

Telecommunications Government Wait times Engineering 32

Brad Cleveland Blog

JULY 5, 2013

Call Center 20

Call Center Contact Center Management 20

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Chad Schaeffer

JUNE 29, 2013

I hope everyone’s summer is off to an amazing start. This is such a fun time of year isn’t it? Longer days, kids playing outside, BBQ’s, bonfire’s and even music sounds a little sweeter sitting in the fresh air. What a week! Met with three amazing companies, all with completely different social media needs. The first was interested in strategies to drive more engagement and then more effectively report and quantify the value of those interactions.

Customer Care 48

Customer Care Management Marketing 48

Customer Interactions

JUNE 30, 2013

'Having recently returned from NENA, I can tell you that the big buzz this year was Text-to-911. I counted at least five Text-to-911-related sessions, and while walking the show floor I saw a number of products for handling this specific type of multimedia communication. A number of vendors now provide an interface for handling SMS communications at the PSAP.

Technology 30

Technology Management 30