Home for marketing and customer service professionals
- 50 Facts about Customer Experience
- WoM marketing worth US$3bn by 2013
- The Power of Perceptions in Shaping Customer Satisfaction
- 5 Steps to Keeping Your Customers
- The Three R’s Of Customer Service Or “Can You Relate?”
- Experiential marketing growing
- Consumer Behavior Revolution
- Eight mistakes to avoid with your customer loyalty program
- Your Customer Service: It’s Not As Good As You Think
- The Gravity of Customer Experience Enhancement
- More
- Customer Experience Exchange 2011
- Where Measurement Begins
- Fathoming Amazon: 9 Things to Know (Infographic)
- Experiensumer : The new consumer profile
- What Steve Jobs Taught Us About Loyalty
- CEM Journey : Struggling with the old demons of marketing & strategy
- Brands who do it right
- A look into conferences: How do they impact your ROI?
- Flying high with Aimia: Interview with VP of Knowledge Development
- Analyst Research Highlights Need To Provide A Unified Customer Experience
- More
- "Hello Ajoy, thank you for your insightful comment." - Fredrik Abildtrup
- "Great post Matt. I have been involved in creating different types of Loyalty Programs and in my CRM/Loya..." - Ajoy Vakil
- "[...] part 1 of this article series (read part 1 here, if you haven’t already),we concluded that the ..." - ALERD, Part 2: the new paradigm in dynamic cust...
- "[...] legislation or the CRM and telephony setup of your company, I urge you to consider this measure. Rea..." - ALERD: The new paradigm in dynamic customer sur...
- "[...] to 2010’s “50 Facts about Customer Experience,” the first fact states “96% of unhappy custome..." - “I Want To Speak To A Manager”
- "Hi James! Excellent work putting together all those facts & figures. Do you have a more detailed source..." - Sascha
- "[...] Eighty-five percent of consumers are dissatisfied with the service they get when they call customer c..." - Ally’s Services and Features Keep the Cus...
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Perspectives on corporate branding strategy
Martin Roll, one of the worlds foremost authorities on branding, provides his view on corporate branding strategy in this comprehensive article. The competition in the global business environment is tough and achieving a unique...
Good relations between your CRM and CEM
As promised in the previous edition – Michael Leander Nielsen and TeleFaction provides you insights on how CRM and Customer Experience Management work effectively together. Fact: CRM – Customer Relationship Manageme...
Facts you cannot ignore as a customer service or marketing manager
If you attend a marketing, management or customer service conference, you are bound to hear a whole bunch of quotes and “buzz-sentences”… For your benefit, TeleFaction brings you selected facts that are import...
Trends in customer contact centres
Bright produce the leading benchmarking survey for customer contact centres in the Nordic countries. Over 500 audits have been carried out and here they share some of the findings from the last survey, looking at 75 Nordic cont...
Inspiring megatrends for 2030
The character of business in year 2030 is shaping up now, as three trends assume more compelling roles in business today. We see these drivers of business not merely as short term fads, but as real megatrends that will dominate...
Six universal drivers to assure customer satisfaction
A study in the summer of 2006 revealed (again!) that consumers rated customer service as the number one influence for their loyalty to a company. So what does it take to give your consumers an excellent customer service experie...
Customer satisfaction delivers future cash flow
How can marketers better link their activities to the measures that matter most to CEOs? We look into a study from 2003… Improve future cash flow Since satisfied customers are less likely to defect and are more receptive ...
Service and marketing facts you cannot ignore
This article provides you with hardcore facts, that any contact center manager, marketing manager, call center manager and CEO cannot ignore. Whenever you attend marketing, management or customer service conferences, or speak t...
The role of marketing in the experience economy
Marketing often plays a highly circumscribed role of marketing communications in companies. It is a well known fact, that marketing organizations and functions in most companies can expect to undergo great changes in the years ...
Loyal behavior reflects on ROI
Persistence with loyalty development undoubtedly led to a surplus on the bottom line, and simply proves the invaluable link between… …loyal co-workers and loyal customers. For the past four years I have extensively ...
Creating customer experience
From 1990 to 2000 the number of products available to the world doubled. When products and services look alike and cost the same, communication becomes more challenging. Clean your restrooms Some time ago, an American advertisi...
Experiential marketing growing
Consumers report that experiential marketing is more influential. And that makes sense for marketers too. For the third consecutive year Jack Morton Worldwide has conducted proprietary research in the US, UK, China and Australi...
The money in your Customer Experience
The service, that your customers experience is a key component in your ability to secure customer loyalty.For every company that declares as its goal to be more customer-driven it is from the start crucial to understand the com...
Learn why employees need more attention
The secret to creating lasting customer experiences is to identify and address the areas of improvement for employees in the frontline. Premise for improvement If your front-line employees are not equipped with the proper tools...