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Archive for the ‘NACCM’ Category

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    Hippos Kill Insight

    Joey Fitts, Author of books on Performance Management, spoke at NACCM today.  A quote stood out: Are you using information for evidence-based decision making, or for decision-based evidence making? How…MORE >

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    Interview from the Top

    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. Blinds.Com is the largest…MORE >

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    CCO Council Shares Best Practices

    Curtis Bingham founded the CCOCouncil to facilitate sharing of best practices, and Curtis presented some information from CCOs.  Of note is that fact that CCO’s are increasingly using business metrics…MORE >

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    Disney’s Chain of Excellence

    Closing out today at NACCM was an engaging and motivating presentation by Mike Reardon of the Disney Institute.  While I’ve captured the contents here, I doubt I can capture the…MORE >

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    Growing a Branded Community to Increase Engagement and Advocacy

    Growing a Branded Community to Increase Engagement and Advocacy Pesented by Rebecca (Becky) Carroll, Community Program Manager, Verizon, NACCM 2010 Moving from as tech support oriented community with forums into…MORE >

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    Improving Worldwide Customer-Centric Culture & Accountability

    Improving Worldwide Customer-Centric Culture & Accountability Presented by Ines Vargas, LATAM Customer & Partner Experience Lead, Microsoft Corporation, NACCM 2010 95% of Microsoft’s business comes through more than 640,000 partners. …MORE >

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    Westfield Creates a Culture of WOW through Employee Engagement

    Westfield Creates a Culture of WOW through Employee Engagement Presented by Andre Harris, Westfield’s VP Brand and Employee Communications, NACCM 2010 Connect with employees to create the customer experience. Westfield…MORE >

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    Connecting With Customers and Measuring Results

    Connecting With Customers and Measuring Results Presented by Tom Zimmerman, GE Healthcare, NACCM 2010 “Customer Experience” starts with Marketing, not after Sales. For GE Healthcare, excellent service means that customers…MORE >

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

    It’s Not About Smiling More:  Creating a Measureable Customer Experience Culture at Thomson Reuters Presented by Barbara Graovac, VP and GM of Thomson Reuters Employer Market, NACCM 2010 Use right-brain…MORE >

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    Keeping it Real with Customers: Nationwide on your Side

    Keeping it Real with Customers:  Nationwide on your Side Presented by Jasmine Green, Chief Customer Advocate, Office of Customer Advocacy, at NACCM 2010 Empower the front-line with empathy. Initially born…MORE >

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    Changing Customer Loss Into a Win

    If you are going to lose money on the transaction anyway, would like to at least keep the customer? Stew Leonard, President of Stew Leonard’s retail grocery chain told a…MORE >

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    Estimating the ROI of Customer Centricity

    Note:  This presentation by Kunal Gupta of Burke at NACCM 2010 echoes the sentiment you’ll often read here on the Waypoint blog.  Followers of this blog know that everything we…MORE >