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In The Spotlight

Edition 31

Measuring the customer experience

Posted  June 9th, 2011  by  James Digby

We take a look with Fredrik Abildtrup, the CEO of TeleFaction on how to measure the customer experience.. Using his experience, he takes us through the steps that we need to go through in order to really gain the insights of the customer. How to measure customer experience to improve satisfaction and loyalty View more [...]

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Edition 31

Bad customer experiences are more expensive than you think

Posted  June 8th, 2011  by  Tim Sanchez

How much does a bad customer experience cost? The number may surprise you. I read an article on FastCompany.com yesterday that shared results from the Tealeaf 2010 Online Transactions Survey conducted by Harris Interactive. The survey concluded that online retailers may have lost a whopping $44 billion due to poor online customer experiences. The number is shocking, but not [...]

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Edition 31

Putting C-Sat Data into Action

Posted  June 8th, 2011  by  Greg Levin

Author and speaker Greg Levin puts it this way - “Finding fresh water in the middle of the desert doesn’t help you – unless you drink it”. It’s the same thing with obtaining timely customer data and direct feedback via a C-sat surveying process: It won’t help your business – or your customers – unless [...]

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Edition 31

It’s not about the customer…

Posted  June 8th, 2011  by  John Hersey

Customer service is a sometimes long-forgotten asset. To create unforgettable customer service, you need to begin with unforgettable employee experiences. In this video, John explains more  

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Edition 31

Excellence is everywhere

Posted  June 8th, 2011  by  Peter Clark

Author Brian Wolf gets asked frequently “Which countries are the most advanced in loyalty marketing?” His view is that here are no great countries, just great companies… When I first became completely involved in loyalty marketing back in the early 1990s, I was privileged to be part of a global Best Practices Loyalty Share Group. [...]

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Edition 31

Global Customer Service Barometer

Posted  June 8th, 2011  by  James Digby

The recent report published published by American Express® tells us the state of the customer service industry - with some interesting findings! Below you will find a handy infographic to help you digest the details. If however you want all the nitty details, you can click HERE to get your free PDF report.

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Learn why customer service employees need more attention

The secret to creating lasting customer experiences is to identify and address the areas of improvement for employees on the frontline. Premise for improvement If your front-line employees are not equipped with the proper tools...
by and-ants
0

 
 

Measuring the customer experience

We take a look with Fredrik Abildtrup, the CEO of TeleFaction on how to measure the customer experience.. Using his experience, he takes us through the steps that we need to go through in order to really gain the insights of th...
by James Digby
0

 
 

Bad customer experiences are more expensive than you think

How much does a bad customer experience cost? The number may surprise you. I read an article on FastCompany.com yesterday that shared results from the Tealeaf 2010 Online Transactions Survey conducted by Harris Interactive. T...
by Tim Sanchez
0