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...
Advertisement
Tips for Hiring Customer Service Champions
Customer service representatives are the underappreciated front lines of any business. They will make the difference between keeping customers and having to go out and find new ones. It’s always much easier to keep the custom...
The 15 business benefits of a loyalty initiative
When justifying a loyalty initiative, too many executives focus ONLY on the financials, but there are 15 major business benefits – each a competitive advantage – that only a loyalty initiative can provide. Many of t...
Why Regular Communication helps Customer Retention
Your ‘herd’ feel you’re interested in them It enhances the sense of value in what you offer It increases their awareness of ‘you’ as the person they have a relationship with Even your laziest customers are kept info...
How to use surveys to power your social media campaigns
The question that needs to be on everyone’s minds when starting a social media campaign is “How well do you know your audience?” Do you understand the reason why they do business with you? What is the reason they come to ...
Why You Should Love Challenging Customers
Author and speaker Jeff Korhan discusses why you should find those customers you would usually say no to. Most businesses have three type of customers: The Majority in the Middle Lower Echelon Challenging Upper Echelon Challeng...
The Road to Customer Loyalty
Customer satisfaction has long been the predominant measure of a company’s success. While it’s important to satisfy the customers your business serves, perhaps the most important measure of success for businesses—large a...
Brands versus the Customer Experience
To understand what is relevant and does get traction with customers, it is critical to recognize that the pursuit of market share and commodity sales are not the same thing. Germane to this distinction are the two buying perso...
10 Customer Experience Management Resolutions for 2011
10 steps to creating a successful customer feedback program that you can start doing straight away to produce results! 1. Plan the project and get top-level management support Establish a vision of customer experience for...
Improving Customer Service
Many business owners place so much effort on creating a quality product and gaining new customers, they often do not think about the need to retain customers after they purchase the product or service. Quality customer support ...
The 4 dimensions of an ideal B2B customer…
What does your ideal customer or prospect look like? The question is an important one, because too many sales pipelines are still full of prospects that are unlikely to buy anything, that you are unlikely to win, or which if yo...
The Art of the Customer Development Conversation
By now all Lean Startup and Customer Development practitioners should know that if you’re not getting out of the building, you’re not doing Customer Development. Each of the following, while often a necessary and beneficial...
The Three R’s Of Customer Service Or “Can You Relate?”
Great customer service is a decision that starts as part of your company mission statement. It must be included when defining your company values and business plan. It must be supported and believed through out your entire orga...
Multi-channel customer experience
We have contact centers, emails, web, events and of course social media, and all have different ways of interacting with customers, and different data sets. So, the question becomes – how do you achieve the holy grail of a si...
Gambling on Loyalty and Winning
Author Eric McNulty takes a look into the gambling industry to see how they leveraged the use of loyalty to turn a second tier company into a world class brand within the industry. As part of our exploration of loyalty programs...
Companies in denial when it comes to providing good customer service
Lisa Grantham, Director of Marketing for Northern Europe at Nuance Communications, discusses the economics of call centre automation Many companies are focused on innovating with new products, inviting store experiences and ent...
How is your behaviour impacting customer loyalty?
As business owners we’re constantly looking for ways to engage our customers in a meaningful way that keeps them loyal, and ensures they buy more from us, more frequently. The process of measurement and rewarding might be don...
Poor customer service, there is no excuse
Businesses fail because of two main causes – they can’t generate enough sales or they are poor at customer service. The inability to generate sales can be influenced by many human, physical and environmental circumstances; ...