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CRM
December 2009
Bruce Temkin |
7 Keys to Customer Experience Big-picture advice for how to improve the customer experience over the next year.   |
CRM
September 2014
Leonard Klie |
When VoC and VoE Combine Bring together the voice of the customer and the voice of the employee to gain a more complete view of customer experiences. |
CRM
August 31, 2010
Koa Beck |
8 Megatrends in Customer Experience Longtime industry analyst Bruce Temkin recently released the first report under his own shingle. The report identifies eight customer experience megatrends, predicting how companies should interact with their customers in the next three to five years. |
CRM
July 2012
Leonard Klie |
Listening to the Voice of the Customer As companies adopt voice of the customer solutions, customers expect them to act on their feedback. |
CRM
June 27, 2014
Karine DelMoro |
Unlock the Potential of Unstructured Data for a Successful VOC Program Strategies for gaining a competitive edge with unstructured data. |
CRM
November 11, 2011
Leonard Klie |
Companies Fail the Test with Metrics New research from the Temkin Group suggests that while executives at many companies feel they are doing a good job with their customer experience metrics, very few of them are actually passing the test. |
CRM
January 2, 2015
Marriann Cole |
4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made. |
CRM
March 20, 2012 |
NICE Integrates Interaction Management and Fizzback Solutions to Enhance Customer Experience The combined Voice of the Customer solution enables companies to gain insight into the root cause of specific customer feedback by correlating voice interactions with real-time feedback survey results. |
CRM
September 19, 2011 |
NICE to Acquire Fizzback The transaction will allow NICE to create a voice of the customer offering that combines direct, indirect, and inferred customer feedback. |
CRM
June 2015
Roxana Strohmenger |
Taking a Measurable Approach to Customer Experience The ideal experience must deliver for consumers and businesses |
CRM
December 23, 2011
Daniel Ziv |
The Social Customer Strikes Back Avoid customer service faux pax with a proactive approach. |
CRM
September 2011
Leonard Klie |
Companies That Listen Get Results Investments in monitoring social media rise but still lag customers' use of it |
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. |
CRM
December 2009
Christopher Musico |
No Substitute for Experience When the economy (eventually) rebounds, customers will be swayed by differentiators. That's why the smart companies are investing in customer experience now. |
CRM
May 17, 2013
Lane Cochrane |
All Customer Feedback Is Not Created Equal Voice-of-the-customer data has come to represent a broad spectrum of data streams, from traditional consumer research, convenience surveys, comment cards, and call center verbatim, all the way through to social media. |
CRM
March 27, 2015
Pam Plyler |
5 Steps to Improving Your Social Customer Service Combating social media challenges is a must for doing business with today's consumers. |
CIO
September 14, 2012
Lauren Brousell |
5 Things CIOs Need to Know About CX CX (or customer experience) has become critically important to doing business. If you're not already checking in with how your customer sees your business, it's time to start. |
CRM
June 29, 2012
Leonard Klie |
Forrester Names Its Voice of the Customer Awards Winners Barclaycard, Cisco, and Vanguard are recognized for their positive customer experiences. |
CRM
David Myron |
Five Ways to Reveal Your Customer Data Here is a list of five technologies and strategies that can help your organization gain more customer insight. |
CRM
June 2015
Leonard Klie |
CX Spending Is on the Rise Companies start to see value in their customer experience efforts |
CRM
April 5, 2013
Mark Wilson |
Intelligent Receivables Management Can Improve Customer Relationships Look at collection interactions as an opportunity. |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
CRM
July 2012
David Myron |
CRM Moves to an Outside-In Approach Organizations must put customers first -- especially when making changes to their staffing structure, processes, or technology. Doing so will mark the beginning of your outside-in strategy. |
CRM
November 2014
Bruce Temkin |
How to Create Meaningful Customer Experiences Tap into the power of purpose, empathy, and memories. |
CRM
August 2, 2013
Dave King |
Look to Mobility to Broaden Your VoC Capabilities Many consumers use smartphones and tablets more than they do any other medium to interact with brands, requiring companies to create content and communications channels that work effectively through the mobile medium. |
CRM
November 5, 2015
Marge Connelly |
Bigger Data vs. Smarter Data? Smarter Wins Mining customer interactions for compelling insights can drive big gains. |
CRM
April 2014
Sarah Sluis |
The 4 Pillars of Responsible Customer Engagement Relevance, respect, credibility, and value are key to great experiences. |
CRM
January 2011
Lauren McKay |
Collecting Feedback Makes Cents A financial services firm invigorates its VOC program to better understand its business -- and its customers |
CRM
October 2011
Brian Walker |
Harnessing Customer Experience Management Solutions New software helps to handle multiple consumer touch points. |
CRM
February 2011
Fluss & Rogers |
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls. |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
CRM
August 2013
Donna Fluss |
The Black Hole of Customer Surveys Don't ask for feedback if you're not going to act on it. |
CRM
December 2009
Joshua Weinberger |
CRM on Twitter: December 2009 The word on the street about CRM. |
CRM
November 2011
Leonard Klie |
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. |
CRM
May 2014
Bruce Temkin |
The Rise of Empathy Six steps for understanding your customers. |
CRM
January 2012
Judith Aquino |
5 Hot Marketing Trends Customer strategists must step up their engagement efforts as mobile's mercury rises. |
CRM
November 2013
Leonard Klie |
Philadelphia Insurance Listens to Customers The company sees retention increase after deploying a VoC solution from Confirmit. |
CRM
March 1, 2005
Coreen Bailor |
Who's Responsible for the Customer Experience? Many companies remain indecisive about consolidating all service channels under a single umbrella of authority. |
CRM
January 18, 2013
Leonard Klie |
Temkin Group Delivers Customer Experience Excellence Awards Five organizations earn top honors for customer experience transformation efforts and results. |
CRM
August 2011
Brittany Farb |
Forrester Bestows Voice of the Customer Awards Adobe, Fidelity, and JetBlue recognized for outstanding performance. |
CRM
May 11, 2011 |
Better Customer Experience Leads to Millions in Additional Revenue A new survey from the Temkin Group reveals a significant correlation between customer experience, customer loyalty, and increased revenue. |
CRM
May 2010
Roy Hessel |
Seeing Customers Clearly Online eye-wear retailer EyeBuyDirect.com brings its customer feedback into focus with Kampyle. |
IndustryWeek
August 18, 2010
Ebert & Natarajan |
Rebalancing Quality Priorities Many companies are susceptible to costly quality issues, as the recent Toyota crisis demonstrated. To reenergize their quality focus, companies should manage quality as a customer experience, address quality issues with sophisticated risk management approaches |
CRM
October 4, 2013
Mike Hennessy |
What We Can Learn from Customers' Craziest Questions Unusual queries serve up a goldmine of insight. It isn't enough to just answer customers' questions. Companies should be actively mining digital interactions with their customers to improve the customer experience. |
CRM
March 7, 2011
Koa Beck |
Few Consumers Share Experiences via Social Media A report by the Temkin Group surveying 6,000 consumers determines that social media is not yet the largest word of mouth medium. |
CRM
October 1, 2007
Lior Arussy |
Imperfect Scores Is a new industry standard keeping executives from focusing on the relationships that matter? |
CRM
March 2012 |
The 2012 Service Leaders These companies are at the forefront of the latest developments in the customer care market because they practice what they preach - the importance of listening and responding to their customers. |
