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.
Home for marketing and customer service professionals
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.
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 Customer Complaint Iceberg
This research shows that for every 26 unhappy customers, only one will lodge a formal complaint with Management.
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.
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?
The secret of successful brands
A recent report by Goldman Sachs analyzed the impending domination of China and India as economic and technological powerhouses.
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.
The concept of LTV
In spite of the obvious short and long term benefits, the concept of CLV – Customer Lifetime Value – is hardly ever used outside certain industries with high acquisition costs.
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.
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.
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”…
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.
The role of marketing in the experience economy
Marketing often plays a highly circumscribed role of marketing communications in companies.
Experiential marketing growing
Consumers report that experiential marketing is more influential. And that makes sense for marketers too.