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
Growing your Business one Customer at a time
Rule #1: Think of customers as individuals. Once we think that way, we realize our business is our customer, not our product or services. Putting all the focus on the merchandise in our store, or the services our corporation ...
The 6 key factors that influence customer loyalty
Customer loyalty is widely accepted as being worth nurturing, but what are the main business factors that directly influence the loyalty of your customers? There are six major factors that play key roles in influencing the loya...
Ten Truths We Refuse To Believe About Customer Alignment—and CRM
Have you ever sat down and pondered why customer-alignment – including CRM – is so hard for so many companies? Yah sure, we’ve all mouthed the same bromides about changing from company-centric to customer-centric envi...
Leverage the Six Stages of Customer Loyalty: Attract Suspects and Convert Prospects
Customers become loyal to your company and its products and services one transaction at a time. In today’s digitized world of ever-expanding customer-touch tools, finding the right tool for the right loyalty-building job ...
Barring “Unknown Unknowns,” 2008 Will Be the Year of Customer Valuation
Customer valuation has traditionally been a tantalizing customer management tool—full of untapped promise. This will be the year it comes into its own, I predict. Of course, making predictions is a lot harder than you might t...
Customer satisfaction versus customer loyalty
Companies have much enthusiasm for customer satisfaction. Many see it as a way of making customers happy, and others look at measuring loyalty. But how important is satisfaction in reality? Most of us have heard phrases such as...
ALERD: The new paradigm in dynamic customer surveying.
ALERD = Ask, Listen, Evaluate Response, Dialogue! Innovative players across such industries as banking, insurance, financial services, publishing, media, telecom and utilities are opting out of the old fashioned static customer...
Don’t Silo-Out the Customer Service Department
In the increasing trend of out-sourcing customer service departments overseas, we look to giving you some very good reasons why it should be closer to home. When I ran customer service for a national cellular network in the ...
Why we should maybe “Hurry Up and Wait” more…
Is it right that a company should profit more at the expense of wasting customer’s time? Recently, I walked over to my bank for what I hoped would be a quick transaction, and felt I was in luck as one of the five tellers ...
Word of Mouth Versus Traditional Marketing. Friend or Foe?
Social marketing is fast becoming a steady fixture for the majority of marketers. By social marketing, I mean marketing by c2c, often enabled by internet and increasingly, by mobile internet technology. As both the Economist In...
Sick of Rotten Call Centers? Do Something About It!
Barely a day goes by without another story of uncaring call centre staff treating customers like dirt… And then being surprised when they appear a little while later on an A-list blog, then in the press, then on prime-tim...
The state of Customer Experience 2007
According to a recent report, outstanding customer service is more important than low prices and quality products. In this article we take a brief look into the state of the customer experience anno 2007. Harris Interactive rec...
Turning Customers Into Good Corporate Citizens
For many businesses, customers are only useful because they buy. You can’t knock that, but there is so much more that customers could do. I like to call these other things “customer citizenship behaviors”. Cus...
Customer centricity: Doing the right thing for the customer
The strategy of customer centricity is a well accepted method of winning customer satisfaction, loyalty and even increased profits. But where to begin? In most organisations, between 50% and 70% of internal effort expended does...
Have a Plan: Customer-Centricity Doesn’t Happen by Osmosis
In business, the words “planning” and “customer-centric” seldom appear in the same paragraph, let alone in the same sentence. It’s almost as if being customer-centric is something that happens by o...
Maslow’s Theory Applies: Nurture Advocacy by “Tree” Rings Around Touch-Points
If you’ve ever taken a marketing course, or read marketing literature, you’re probably familiar A.Maslow. In the late 1960s, it was Maslow who developed a hierarchical, or layered, theory of human needs and values....
Creating and Feeding the Customer Management Strategy
Businesses stand to reap massive rewards by regularly reviewing strategies that enable them to create value for their customers. This, by implication, requires employees to have a keen understanding of the actual and potentia...