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.
Home for marketing and customer service professionals
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.
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.
23 Facts you can’t ignore about customers’ loyalty and satisfaction
These 23 facts that are probably the most important things to know about customer loyalty and customer satisfaction!
CLM CASE STUDY: Agillic and Telenor SONOFON
Customer Lifecycle Management is a new approach to business that is taking the telecoms world by storm …
Neglect Your Contact Center and You’ll Neglect Your Customers
Do you fully recognize the critical role that the contact center has within your organization?
Thank you, Bob Cocksedge, for teaching all of us
Your call center is probably the cheapest investment you can make in building your B2C or B2B brand among customers and motivated prospects.
More important facts you cannot ignore – part 4
Whenever you attend marketing, management or customer service conferences, you will hear the same exciting thing every time.
The dangerous customer
What is a dangerous customer? It is not necessarily a customer that is threatening you with a knife or a gun. (That is not just a dangerous customer, but a dangerous person.)
Online Customer Experience is Serious Business
While technologies enabling an increase of online customer interaction have been available for quite some time, now is the time for marketing managers to get their hands dirty.
The biggest obstacle to knowing what customers really think about us? Fear!
We fear they’ll tell us our product or service stinks, that we’re horrible people and we should never have set foot on earth.
Close the Gap between Customer Promise and Customer Experience in 4 Steps
Mass-communication creates expectations, but when the customer does decide to contact you, how will you know if these expectations are met?
More facts you cannot ignore – part 3
You probably already do know this, or at least some of this. But then again, I have learned through experience that repetition helps.
Am I a bad customer?
Pardon me. But I have a question for you. Can you help me understand why my bank and my insurance company do not want anymore of my money?
How to turn your call center into a value center
In a lot of discussions I have with clients and potential customers one question always comes up – why are the call centers merely regarded as cost centers?
They have the best reputation in the world
Reputation Institute recently published their survey “The World’s Best Corporate Reputations 2006”. Top 25 included 8 Scandinavian corporations.
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.
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”…
Trends in customer contact centres
Bright produce the leading benchmarking survey for customer contact centres in the Nordic countries.
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.
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.
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…
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.
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…
Creating customer experience
From 1990 to 2000 the number of products available to the world doubled.
The money in your Customer Experience
The service, that your customers experience is a key component in your ability to secure customer loyalty.