How much does bad customer service cost?

February 22nd, 2010

According the results from a recent survey completed by Greenfield Online, bad customer service seems to pose a big problem – over $338.5 billion a year. Read the rest of this entry »

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Customer Metrics Every Organization Should Track and Measure

February 16th, 2010

The value of establishing and tracking customer loyalty and engagement is that they provide some effective leading indicators into how your customers are going to behave. Read the rest of this entry »

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War in the Boardroom

February 16th, 2010

As marketing professionals, we spend way too much of our time trying to sell our ideas to top management. Read the rest of this entry »

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How to Completely Restore Customer Confidence After Things Go Wrong

February 15th, 2010

Author Myra Golden looks at a case study of how you can still win back customers after things go wrong - by using the power of customer service. Read the rest of this entry »

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Happy Employees Means Happy Clients

February 15th, 2010

It has been found that it is impossible to keep a foundation of loyal customers without a foundation of loyal employees. Read the rest of this entry »

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Customer Psycho-Economics In An Economic Crisis

February 15th, 2010

Stress, confusion, uncertainty and even fear—these emotions are surging in the customer because of the economic crisis. Read the rest of this entry »

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Personality Traits of B2B Decision Makers

February 15th, 2010

When we want to get inside our prospective and current customers’ heads, we can be on the lookout for five traits that help build context. Read the rest of this entry »

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Apostles and Terrorists – Understanding Customer Loyalty

February 15th, 2010

We love this model – created by Harvard Business School professor James Heskett and developed by the likes of Xerox and Intuit. Read the rest of this entry »

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Prerequisites for cross and up-sales

January 19th, 2010

In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. Read the rest of this entry »

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Apostles and Terrorists – Understanding Customer Loyalty

January 19th, 2010
We love this model – created by Harvard Business School professor James Heskett and developed by the likes of Jones, Sasser, Xerox and Intuit. Read the rest of this entry »
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