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Posts Tagged ‘Satisfaction’
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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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Operations
main_article

Prerequisites for cross and up-sales

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.
by Fredrik Abildtrup
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Customer Experience
Apostles2

Apostles and Terrorists – Understanding Customer Loyalty

We love this model – created by Harvard Business School professor James Heskett and developed by the likes of Jones, Sasser, Xerox and Intuit.
by Peter Stansbury
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Customer Experience
Untitled-3

Why customers love to complain

Complaining, complaining, complaining…more and more people are complaining about everything.
by Peter Niemeyer
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Customer Experience
Untitled-6

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.
by TeleFaction A/S
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