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IndustryWeek
June 1, 2006
John Teresko |
Performance Measurement: GE Asks The Ultimate Question The GE business unit, which focuses on equipment-based financing and leasing, provides an example of how the corporation engages the customer experience in a continuous-improvement process.   |
Inc.
September 2006
Darren Dahl |
Would You Recommend Us? Perfect your service by asking the only question that matters. |
AFP eWire
October 6, 2008
Arthur Makar |
Book Review: The Ultimate Question What do nonprofits and for-profits have in common? In The Ultimate Question, written by Fred Reichheld, director emeritus and fellow at Bain & Company, customer loyalty is at the core of creating and maintaining successful relationships with constituencies. |
CRM
August 2012 |
The 2012 CRM Influential Leaders Each in this impressive lineup of persuasive people is certainly deserving of this year's Influential Leader award. |
U.S. Banker
April 2006 |
The Difference Between Good and Bad Profits The difference between those companies generating good profits and those producing bad profits can be boiled down to one question: "How likely are you to recommend us to a friend?" Loyalty transforms the economics of business. |
The Motley Fool
March 5, 2008
Selena Maranjian |
You Can Get Some Satisfaction Some companies are getting better at pleasing consumers. |
PC Magazine
April 27, 2011
Ben Gottesman |
Readers' Choice Awards 2011: Desktops and Laptops Our yearly survey reveals just who PCMag readers love -- and who they don't -- in the world of desktops and laptops. |
On Wall Street
November 1, 2011
Todd Colbeck |
Your Clients Are Your Best Calling Card More than half of all new clients of financial advisors come from active and passive referrals according to studies of advisor best practices. |
CFO
July 1, 2006
Russ Banham |
Angry and Bored? You Must Be a Customer Finding out what customers really think is a crucial first step toward an improved bottom line. New technology may help. Online surveys offer speed and convenience to both the companies creating them and the customers responding to them. |
HBS Working Knowledge
November 3, 2011
James Heskett |
The Ultimate Question in Management In their book, Fred Reichheld and Rob Markey remind us of the simplicity of the Net Promoter Score. It's the product of answers to one question, "How likely is it you would recommend us to a friend?" |
CRM
February 3, 2012
Judith Aquino |
Net Promoter Creator to Release Social Media Measurement Tool SparkScore helps companies identify promoters and detractors in social media comments. |
CRM
October 1, 2007
Lior Arussy |
Imperfect Scores Is a new industry standard keeping executives from focusing on the relationships that matter? |
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. |
CIO
January 1, 2002
Edward Prewitt |
How to Build Customer Loyalty in an Internet World CRM is not altogether awful. It's just that, too often, the standard CRM practices lead to vexation or worse from customers, not loyalty. |
CRM
November 2014
Leonard Klie |
Customer Satisfaction Plunges Again American Customer Satisfaction Index sees one of its biggest drops in 20 years. |
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. |
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
July 2013
Kelly Liyakasa |
Earning Fans from the Inside Out Kirk Kazanjian, marketing and brand expert and author of Driving Loyalty: Turning Every Customer and Employee into a Raving Fan for Your Brand, gave a few secrets to driving the kind of company culture that focuses on customers and employees foremost. |
The Motley Fool
April 13, 2004
Lita Epstein |
GE Bets on Health Care Closing a $9.5 billion deal for the U.K.'s Amersham assures a major role for GE Healthcare. |
HBS Working Knowledge
March 6, 2006 |
A Satisfied Customer Isn't Enough An excerpt from Fred Reichheld's new book, The Ultimate Question: Driving Good Profits and True Growth, which offers a system called the Net Promoter Score that helps rate customers based on their view of your company. |
PC Magazine
August 26, 2011
Eric Griffith |
Readers' Choice Awards 2011: Tablets and Ebook Readers The Tablet and e-reader market is still pretty new, but our readers have used them long enough to find out which models stand out when it comes to reliability and quality. |
CRM
June 18, 2015
Michael Cholak |
Just How Important Is Customer Service to Customer Loyalty? It turns out other factors are bigger. But here's why it matters. |
Entrepreneur
March 2006
Mark Henricks |
Do the Math Business book advice: The "net promoter score" can help boost your sales, according "The Ultimate Question." And "Dealing With Darwin" says that long-term success requires learning to survive in changing environments. |
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. |
BusinessWeek
April 17, 2006
Diane Brady |
GE: When Execs Outperform The Stock While GE's share price hasn't prompted an exodus, it blunts a potent compensation tool and shows signs of affecting a culture long used to assuming it's the best. |
Home Theater
October 12, 2009
Mark Fleischmann |
Customers Like TV Services Better Satisfaction scores are up for telco, satellite, and cable providers. |
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. |
InternetNews
June 1, 2007
Stuart J. Johnston |
Web Retail All About Customer Experience Survey shows price doesn't count as much as a good experience with online customers. |
InternetNews
August 24, 2004
Michael Singer |
E-Business, PCs Really Satisfy: Report Apple's shine not limited to just the iPod... Google gets high marks in a new consumer satisfaction report... |
CRM
June 2015
Roxana Strohmenger |
Taking a Measurable Approach to Customer Experience The ideal experience must deliver for consumers and businesses |
BusinessWeek
October 13, 2003
Diane Brady |
Will Jeff Immelt's New Push Pay Off for GE? The giant is gambling that helping customers beyond the call of duty will reboot growth. |
HBS Working Knowledge
November 7, 2005
Allen, Reichheld & Hamilton |
The Three "Ds" of Customer Experience It's easy for leading companies to assume they're keeping customers happy; it's quite another thing to achieve real customer devotion. Here's how the best companies do it. |
CRM
February 1, 2008
Marshall Lager |
The Loyalty Riddle Can marketing overcome the customers who talk about you? |
InternetNews
January 19, 2011 |
Nokia, Palm Users Looking to Bolt: Survey iPhone and Android smartphones lead the way in customer loyalty and satisfaction and their rave reviews are causing users of other mobile devices to look their way. |
CRM
June 2012
Kelly Liyakasa |
Customer Experience Is Critical in Net Promoter Benchmarks Apple, Virgin America, JetBlue, USAA all nab high scores. |
CIO
August 15, 2005
Michael Jackman |
Do Customers Like You? Depends on How You Ask The most important question to ask consumers is how likely they are to recommend your business to others. Third party surveys may be preferable to in-house surveys, as they are less likely to incorporate bias. |
BusinessWeek
March 28, 2005
Diane Brady |
The Immelt Revolution He's turning GE's culture upside down, demanding far more risk and innovation |
BusinessWeek
April 14, 2011
Rachel Layne |
GE and Siemens: Less May Mean More (Profits) The medical gear makers see an opportunity for their information technology units as hospitals are pressured to improve efficiency and curb waste |
Food Processing
January 2009 |
Food Companies Remain on Top of Customer Satisfaction Index With the recession just beginning, the University of Michigan's American Customer Satisfaction Index dipped only a slight 0.1 percent in the third quarter of last year, to a score of 75 on a scale of 100. |
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. |
Bank Systems & Technology
August 4, 2004
Ivan Schneider |
The Metric System One banker comes up with a formula for deciding whether your CRM investment is paying off. |
BusinessWeek
April 26, 2004
Brady & Capell |
GE Breaks The Mold To Spur Innovation Immelt is merging GE's health unit with Britain's Amersham -- and putting its chief in charge |
| Knowledge@Wharton |
Bringing Good Things to GE: Now It's Jeff Immelt's Turn At General Electric Co. managers are groomed for meticulous corporate planning. But in his first months as chief executive of the world's most valuable company, Jeffrey R. Immelt has had more than his share of surprises... |
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. |
BusinessWeek
October 15, 2009 |
Healthy Business In May, GE launched the "Healthymagination" campaign to promote its growing medical division. Here are some vital statistics. |
IndustryWeek
December 1, 2005
John Teresko |
Technology Leader Of The Year -- Connecting Profits And Preservation As Chairman and CEO of General Electric Co., Jeffrey R. Immelt has embraced the cause for global and national preservation by turning it into multiple growth opportunities via innovative new products. |
InternetNews
December 19, 2008
Rob Enderle |
EMC, Apple and Customer Loyalty Approaches Commentary: A tech vendor's success has as much to do with customer perception as actual product quality, making the vendor-customer relationship of paramount importance. |
CRM
December 1, 2015
Jeff Coleman |
4 Ways to Make Your Customer Satisfaction Surveys Actionable To truly understand customer feedback, you need to ask an important question: Why? The only way to do that: follow up. |
PC Magazine
September 13, 2007
Eric Griffith |
Is Tech Support Getting Worse? If your desktop, notebook, or printer heads south, will your manufacturer be able to help? People share their opinion on who is tops in tech support. |
The Motley Fool
September 1, 2006
Rich Smith |
SAT: Seek A Tutor? For a test that you can't technically "fail," there's an awful lot of groaning going on today over the Class of 2006 in regard to its SAT scores. Could the tutoring industry benefit? Investors, take note. |
