Tom Eggemeier
Tom Eggemeier is Executive Vice President of Global Sales for Genesys and is focused on creating a best-in-class customer experience. Prior to this role, Tom led Alcatel-Lucent Enterprise Global Sales organization with an annual revenue responsibility of approximately $2 Billion.
Tom is a frequent speaker, author, and advocate of the power of social media in making customers promoters of brands and about the interplay between a company's interactions with its customers and its market investments.
Tom holds a Juris Doctor degree from the University of Chicago Law School and a Bachelor of Arts degree from the University of Dayton.
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There's No Excuse for Bad Customer Service in 2013
Tom Eggemeier | January 23, 2013
Time Magazine recently ran an article about how 2013 could be the year that customer service improves – at last! ( Could 2013 be the Year that Customer Service Gets Better? ) The article implies a general ambivalence on the part of major companies and CEO's who appear to be clueless about the importance of customer service.
I disagree with the idea that companies are oblivious to the customer service problem. Instead, most companies I speak with are trying to tackle the problem, but struggle with making meaningful progress. The customer service problem crosses all departments within a company and depends on hundreds or thousands of people – and often involves technology changes requiring process and metric changes. When I talk to companies around the globe, I find that employees in sales, marketing, customer service, and the C-Suite certainly understand the importance of customer service and the ability of either good or bad custo... read more > Going Retro: Three Ways To Make Your Customer Service Cool Again
Tom Eggemeier | November 15, 2012
A key theme that has emerged this year amongst consumers is our longing for the past, our desire for a new brand of ‘retro’ consumerism . Retro became cool again because we’re missing something in our hyper-connected social worlds. We’re missing a connection. And the companies that can provide a customer experience that makes a connection with their contact center customers are tomorrow’s market leaders.
Evidence for Retro Consumerism Where’s the evidence for retro consumerism? It’s everywhere -- from popular television shows to fashion and luxury goods. Take AMC’s hit television series Mad Men , which glorifies business life in the 1960’s and retailer Banana Republic’s best-selling line, the Mad Men collection. The major auto makers, Chrysler, Ford and General Motors all re-launched the muscle car this year. The resurgence of the 1980’s neon greens, yellows and o... read more > |
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