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CRM
November 1, 2006 |
The Pulse: Does Your Contact Center Measure Customer Satisfaction, Customer Loyalty, Neither, or Both? 0%: We only measure customer loyalty... 19%: We only measure customer satisfaction... etc.   |
CRM
August 19, 2010
Justin Schuster |
5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line. |
CRM
August 1, 2003
Lior Arussy |
Efficiency Versus Quality There is no such thing as an efficient customer relationship. |
CIO
May 1, 2003
Mohanbir Sawhney |
How to Keep Your Customers Satisfied To learn if end users are happy, you have to ask the right people -- and the right questions. |
CRM
December 8, 2003
Jan Kolasinski |
Call Center Performance and Customer Satisfaction Better understanding of the decisional procedures of a call center could provide call center organizations with the level of customer service they have been striving for. |
CRM
November 2012
Leonard Klie |
The New Measure of Customer Service Success Why some traditional performance metrics are wrong and what you need to evaluate now. |
Financial Planning
January 1, 2013
John J. Bowen, Jr. |
How to Increase Client Satisfaction It s not about your skills, it turns out - other factors are more important in maintaining happiness and loyalty. |
CRM
April 2012
Leonard Klie |
Customer Feedback Falls on Deaf Ears Only 35 percent of comments ever get a response. |
CRM
October 31, 2014
Kumaran Ponnambalam |
How Human Variability Can Improve Contact Center Performance Look beyond technology to serve your customers best. |
CRM
February 14, 2012 |
Get Satisfaction Teams Up with Velaro The partnership between Velaro and Get Satisfaction brings together live chat, social community platform, and knowledge base technologies. |
Registered Rep.
July 19, 2010
Jerry Gleeson |
Edward Jones, RBC top J.D. Power investor survey Overall investor satisfaction with the dozen companies in the study was markedly higher this year, although the survey also showed that investors increasingly believe that investment firms are more focused on profits than on customer satisfaction. |
Bank Technology News
March 1, 2008
Larry Freed |
Put Usability Testing to the Ultimate Test By using scientific customer satisfaction metrics for usability testing, you can identify where to focus improvements that will have the greatest positive impact on customer satisfaction and loyalty. Read on to see how. |
CRM
December 2003
David Myron |
Driven by Service Contact centers are no longer for basic problem resolution or order-taking. Organizations are now using them to lead major strategic initiatives. |
CRM
February 1, 2007
Nick Discombe |
Get Reacquainted With Your Customers To get the most value from customer interactions and ultimately improve the customer experience, organizations must streamline the flow of information from the customer to the company. |
CRM
September 1, 2004
Lior Arussy |
Stop Wasting Everyone's Time Give agents timely access to relevant data, and watch sales and satisfaction soar. |
IndustryWeek
February 1, 2007
John S. McClenahen |
Employee Involvement: Well, Now Are You Satisfied? The majority of manufacturing companies are measuring employee satisfaction. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
InternetNews
June 30, 2009
Don Reisinger |
What Apple Does Right What are Steve Jobs and company doing to maintain one of the best customer satisfaction ratings in the business? |
Insurance & Technology
July 8, 2007
Nathan Conz |
Insurance Call Centers Lag Behind Other Industries, But The Hartford Is a Diamond in the Rough A recent study shows that the insurance industry still has a way to go when it comes to call center satisfaction. |
Energize
June 2012
Susan J. Ellis |
Why Do We Love Volunteer Satisfaction Surveys? How did we arrive at this particular method of assessing success with volunteers? Do such surveys reveal anything meaningful about the value of volunteer contributions? |
InternetNews
May 17, 2005
Sean Michael Kerner |
Forrester: IT Help Could be Better According to a new report from Forrester Research, most IT users are not satisfied with their company's IT support. |
CRM
May 10, 2013
Syed Hasan |
Choose a Winning Combination of Customer Experience Metrics Improve customer loyalty with the right mix of customer experience management (CEM) solutions. |
CRM
April 1, 2011
Scott Swope |
Social Media Interaction a Challenge for Web 2.0 Sites Too How companies can reap the benefits of social media. |
CRM
March 2005
Jason Compton |
No-Tech CRM How to improve customer satisfaction without relying on software, servers, and screen pops. |
CRM
April 1, 2006
Colin Beasty |
Required Reading: Customer Satisfaction at Its Best In the book Satisfaction, authors Chris Denove and James Power IV explain how companies like JetBlue, Lexus, and UPS deliver consistently high customer satisfaction and translate that into profitable growth. Here's an interview with Denove about the book. |
CRM
September 1, 2007
Woody Driggs |
The True Drivers of Loyalty It is a mistake to think that loyalty is all about improving customer satisfaction. |
PHONE+
Don Farrell |
Use the 3 Rules in Loyalty Sales Calling, Drive the Greatest Revenue Results Loyalty, vs. any other adjective or adverb you can come up with, is the best way to approach selling your potential clients for immediate and long-term results. |
Registered Rep.
October 1, 2005
Matt Oechsli |
Seven Steps to a Highly Successful Practice As a financial professional focused on earning the loyalty of affluent clientele, you need to understand the distinction between satisfaction and loyalty. You want satisfied clients, but the hard reality is your loyal clients will not be satisfied by everything you try to do for them. |
Home Theater
October 12, 2009
Mark Fleischmann |
Customers Like TV Services Better Satisfaction scores are up for telco, satellite, and cable providers. |
Financial Planning
June 1, 2008
Julie Littlechild |
Is Loyalty Enough? When it comes to client relationships, though, client loyalty should not be the primary objective. |
CRM
November 2014
Leonard Klie |
Customer Satisfaction Plunges Again American Customer Satisfaction Index sees one of its biggest drops in 20 years. |
CRM
October 2014
David Myron |
Are You Correctly Measuring Customer Satisfaction? Every once in a while, a bad customer service story goes viral, forcing CRM professionals to take a closer look at how they support customers. |
| AskMen.com |
Facebook Profile Photo Newly published research suggests you can ascertain some pretty important information about an individual -- how satisfied he is with his life -- by their profile photo. |
CRM
January 25, 2013
Leonard Klie |
Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role. |
CRM
June 2015 |
Required Reading: The Wallet Allocation Rule Is a Better Metric for Businesses Net Promoter and satisfaction scores paint an incomplete picture. In their new book, Timothy Keiningham and others offer a fresh approach to measuring business impact. |
InternetNews
May 24, 2010 |
Microsoft Scores Good Will With Windows 7 Prominent measure of customer satisfaction finds that Microsoft's stock is rising in the public eye following the generally well received release of Windows 7. |
BusinessWeek
December 10, 2009
Marshall & Kelly Goldsmith |
How Adults Achieve Happiness The results of a new survey on satisfaction -- at home and at work -- may surprise you. |
Global Services
May 1, 2007
Imrana Khan |
More Satisfaction: Outsourcing or Offshoring? Offshoring provides more satisfaction than outsourcing, says a recent study. |
Financial Planning
June 1, 2007
Kathy Gevlin |
Advisor Pulse The happiest financial advisors really do put their clients first, asserts the first study of advisor satisfaction. |
InternetNews
June 21, 2004
Erin Joyce |
Biz Intel That Drills Into Tech Press Biz360 improves system to provide clarity on how media coverage impacts a company's bottom line. |
CRM
February 19, 2013
Kelly Liyakasa |
Get Satisfaction Integrates with Badgeville Move ties communities with game mechanics to drive user engagement. |
The Motley Fool
August 2, 2010 |
Sprint's Hidden Upside Sprint Nextel reported earnings last week, and one of the big points of the conference call was what CEO Dan Hesse called a "two-and-a-half-year companywide obsession" with customer satisfaction. |
Pharmaceutical Executive
March 1, 2011 |
Clinical Development Outsourcing: Are We Having Fun Yet? A sneak preview of The Avoca Group's 2011 Annual Survey on CRO and Industry Relationships. |
CRM
January 29, 2013
Kelly Liyakasa |
Get Satisfaction Rolls Out Small-Business Solution Community managers get more insights into customer traction. |
CRM
December 2015
Leonard Klie |
Slumping Customer Satisfaction Takes a Toll on the Economy The sixth consecutive quarterly dip bodes poorly for retailers heading into the holidays |
