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Customer Experience
amazon magic

Fathoming Amazon: 9 Things to Know (Infographic)

The guys over at Frugaldad have been thinking about Amazon recently, and with good reason. The story of its growth in the last 17 years can only be compared to the thunderous rise of Walmart.  And in some ways, the curve is st...
by TeleFaction A/S
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Customer Experience
balance

CEM Journey : Struggling with the old demons of marketing & strategy

More than ever it is becoming a challenge to help people’s mindsets evolve and embrace the new vision of the customer that is embedded within CEM and EFM. As I move in educating & working along with customers, student...
by Frederic Gilbert
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Marketing
standing out_edited-1

The 15 business benefits of a loyalty initiative

When justifying a loyalty initiative, too many executives focus ONLY on the financials, but there are 15 major business benefits – each a competitive advantage – that only a loyalty initiative can provide.
by Peter Clark
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Customer Experience
5minutes value

5 minutes on the value of customer service

Lee Martin, the Managing Director of Toojays Training & HR Consultancy looks at how valuable customer service is, and what steps you can take to change.
by Lee Martin
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Customer Experience
Untitled-14

Where Legendary Customer Service Begins

It may seem amazing that the solution to achieving legendary customer care does not lie in some “slogan driven” training program, but rather in a simple two-step process..
by Bill Capodagli
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Customer Experience
Untitled-7

Going Beyond Behavioral Loyalty

Loyalty is the result of repeated customer satisfaction and normally the indicator for a win-win situation between the company and the customer. But not so fast! Loyalty does not always have the same wellspring as there are dif...
by Peter Niemeyer
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