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CRM
October 1, 2009
Lior Arussy |
You Are What You Measure The measurements you track are an indication of the customer relationships you want to have.   |
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. |
Inc.
September 2006
Darren Dahl |
Would You Recommend Us? Perfect your service by asking the only question that matters. |
Financial Planning
December 1, 2010
Stephanie Bogan |
Talking Back There is a strong argument that the very process of asking for feedback can help to build strong client relationships. |
AskMen.com
Brantley Oakey |
5 Myths About Credit Scores We all understand the basic underlying principle, but few of us actually know the details involved in calculating a credit score. Worse yet, many of us hurt our credit scores because of a lack of understanding. |
CIO
January 26, 2012
Niel Nickolaisen |
How to Make IT Irreplaceable How do you turn captive IT users into loyal customers? Start by asking whether they'd use your IT operation for their next project. |
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. |
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?" |
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. |
BusinessWeek
January 30, 2006
Jena McGregor |
Would You Recommend Us? Customer recommendations are shaking up planning and executive pay. |
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. |
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. |
T.H.E. Journal
October 2004 |
MY Access! 5.0 MY Access! 5.0 is the latest version of Vantage Learning's online instructional writing program. It rapidly scores student essays with greater accuracy than expert human scorers, and provides instant feedback for students and teachers. |
BusinessWeek
March 5, 2007 |
What It Takes To Be A Winner How the winners of Customer Service Champs were determined. |
CRM
June 14, 2012
Kelly Liyakasa |
Satmetrix Debuts Social Net Promoter Metric draws on sentiment analysis to tie customer conversations to brand customer experience strategy |
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. |
The Motley Fool
February 14, 2007
Mary Dalrymple |
Know Your Score Find out what lenders really think of you. Your credit score is the result of a statistical computation meant to tell lenders whether it's likely that you'll default on a loan. |
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
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
PC Magazine
August 21, 2006
Cade Metz |
The 19th Annual Reader Satisfaction Survey Whose PCs and printers are the most reliable? Who offers the best support? Users detail their experiences. Get the facts in this annual users' choice report. |
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
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. |
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. |
Financial Advisor
December 2006
Pomering & Littlechild |
Using Client Feedback To Unlock Client Value How can you use client feedback to unlock client value in your financial advisory business? |
Financial Planning
June 1, 2009
Donald Jay Korn |
Know the Score Despite their importance, most consumers know very little about the inner workings of credit scores. |
The Motley Fool
March 5, 2008
Selena Maranjian |
You Can Get Some Satisfaction Some companies are getting better at pleasing consumers. |
Job Journal
September 28, 2003
Marty Nemko |
A Way to Grow How to find out how the boss feels about you. |
CRM
May 2010
Roy Hessel |
Seeing Customers Clearly Online eye-wear retailer EyeBuyDirect.com brings its customer feedback into focus with Kampyle. |
BusinessWeek
November 28, 2005
Toddi Gutner |
Anatomy Of A Credit Score More companies are looking at credit ratings - so managing them is crucial. |
CRM
February 2013
Donna Fluss |
Surveys Alone Are Not the Answer Offering great customer service means knowing how to respond. Some of the worst offenders in the area of customer service frequently survey their customers, but for the wrong reasons. |
CRM
June 2015
Paul Greenberg |
It's Time to Rethink Customer Lifetime Value Look past transactions to interactions |
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
June 2012
Kelly Liyakasa |
Customer Experience Is Critical in Net Promoter Benchmarks Apple, Virgin America, JetBlue, USAA all nab high scores. |
Financial Advisor
July 2006
Gail Liberman |
Credit Score Surprises Credit scores can jump up and bite your financial advisory clients in ways you'd think were almost impossible. More data collected from more sources is used in unexpected ways. |
Bank Systems & Technology
August 24, 2010
Matt Gunn |
U.S. Bank Launches Credit Wellness Center U.S. Bank has launched a new interactive feature on its website designed to help consumers manage credit scores, provide education about credit and provide tools and resources to help build and maintain credit. |
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. |
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
April 15, 2015 |
Medallia Partners with Leading Thinker Fred Reichheld and HuddleUp In forming an exclusive licensing partnership with HuddleUp, Medallia aims to strengthen team cooperation and improve bottom lines. |
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. |
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. |
AskMen.com
Michael E. Morgan |
Fixing Your Credit Rating The first and most important step of taking control is understanding your credit and not allowing all the myths behind the infamous FICO score to keep you from taking correct steps to a perfect 800+ score. |
AskMen.com
December 21, 2003
Gary Bennett |
How To Improve Your Credit Rating When your credit risk comes down to one cold hard figure, it's hard to deny. With this in mind, several steps should be taken in order to better your credit risk. |
CRM
October 1, 2009
Lauren McKay |
Mistaken Metrics They say you can't manage what you can't measure. But what if you're using the wrong ruler? |
Entrepreneur
September 2009
Mary Catherine O'Connor |
Harnessing the Wisdom of Crowd Feedback from the masses can help with damage control and improve your brand. |
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. |
InternetNews
February 24, 2006
David Miller |
Playing the eBay Numbers Game Experts warn against blithe belief in the veracity of eBay ratings. Buyers and sellers wrestle with fraud in the auctioneer's feedback system. |
Bank Technology News
October 2007
John Adams |
Mortgage: Running Up The Credit Score With mortgages to low-credit score borrowers becoming scarce, one move is for consumers looking for loans to increase their credit scores. That's where Carteret Mortgage hopes its use of a program called Deal Maker Score comes in. |
CRM
July 9, 2015 |
Zappix Launches Visual IVR Survey Tool The Zappix Smartphone Visual IVR now supports a mobile survey tool for customer service interactions. |
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 |
Search Engine Watch
August 7, 2008
Justilien Gaspard |
Link Building with Customers, Part 2 Customers are one of your most valuable link building resources, because they're already sold on your product or service. Cultivating positive relations with clients is the key to getting them to help with link development and word-of-mouth marketing. |
