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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
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. |
Search Engine Watch
June 25, 2008
Tim Ash |
Uncovering Site Problems for Landing Page Optimization, Part 2 Web analytics on your Web site can help you uncover and prioritize potential site problems. Some additional techniques to discover conversion issues on your landing pages include mining onsite search, or conducting usability testing, focus groups, and surveys. |
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
August 31, 2010
Koa Beck |
Is a Transparent Government a Trusted One? ForeSee Results determines a consistent link between online transparency and citizens' trust of federal Web sites. |
Search Engine Watch
November 23, 2009
Ron Jones |
Measuring Success 101, Part 1 Defining a goals and objectives, identifying the right tools and data to analyze, and defining the staff and time needed to track the success metrics are crucial elements for measuring success. |
CRM
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
CIO
November 15, 2002
Susannah Patton |
Web Metrics That Matter Web metrics are no longer one-size-fits-all. Now they must match your website's business and audience. Here are the latest tools to gauge your website's effectiveness. |
IndustryWeek
April 1, 2008
Brad Kenney |
New Tech Trends in Manufacturing Customer Service New technologies and data-driven focus are enabling more agile, responsive customer-service departments, both inside and outside the enterprise. |
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
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. |
InternetNews
June 1, 2005
Susan Kuchinskas |
Satisfied Online Shoppers Adding Up Study of customer satisfaction with top e-tailers finds winners, but the losers are still around. |
The Motley Fool
September 21, 2010
Gabriel Perna |
Apple First in PC Customer Satisfaction For the seventh consecutive year, Apple remained the American consumer's favorite PC manufacturer according to a report from the American Consumer Satisfaction Index. |
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. |
CRM
June 2015
Roxana Strohmenger |
Taking a Measurable Approach to Customer Experience The ideal experience must deliver for consumers and businesses |
CRM
July 1, 2005
David Myron |
How to...Assess Customer Satisfaction Levels by Going Beyond the Standard Satisfaction Survey Customers may not tell you when they're happy, but when they're unhappy, look out--you'll get an earful. Consider these tips for assessing customer satisfaction levels by going beyond the standard satisfaction survey. |
InternetNews
May 11, 2009
Michelle Megna |
Apple Slips in E-Commerce Satisfaction Despite the beating that the e-commerce industry is taking during the downturn, a handful of firms managed to stand out or improve their customer satisfaction. |
New Architect
August 2002
Janice Fraser |
The Culture of Usability How to spend less and get more from your usability-testing program. |
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 |
Information Today
July 31, 2008 |
ACSI's E-Government Satisfaction Index Shows Improvement Citizen satisfaction with federal government websites ended a losing streak by improving for the first time in a year. |
CIO
March 15, 2004
Richard Pastore |
The Number-Two Priority - From The Editor There's disconnect between how high you rank external customers on your priority list and how much time you actually spend with them. |
Information Today
April 29, 2010
Peggy Garvin |
Two New Reports Assess Use of Government Websites ForeSeeResults.com and the Pew Internet Report have collected information on internet users' search for government data. |
Entrepreneur
February 2007
Melissa Campanelli |
Back for More Why try to rope in new customers when your regulars are far more likely to buy? A loyalty program will keep repeat visitors clicking. |
CRM
June 3, 2015 |
TruConversion Launches New Web Analytics Product TruConversion brings together heatmaps, surveys, polls, AB testing, form analytics, and conversion funnels in one product. |
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
December 30, 2008
Christopher Saunders |
Amazon Hangs Tough in Satisfaction Stats Other major online retailers reported a decline in customer satisfaction. Could this mean more rough times ahead for the industry? |
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. |
IndustryWeek
October 1, 2008
Jill Jusko |
Measured Success: By The Numbers Customer satisfaction is a popular metric by which to gauge the success of innovation efforts. But it's not the only one. |
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. |
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. |
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. |
CRM
January 29, 2013
Kelly Liyakasa |
Get Satisfaction Rolls Out Small-Business Solution Community managers get more insights into customer traction. |
Home Theater
October 12, 2009
Mark Fleischmann |
Customers Like TV Services Better Satisfaction scores are up for telco, satellite, and cable providers. |
ONLINE
May/Jun 2011
Danielle Becker |
Usability Testing on a Shoestring: Test-Driving Your Website Would you buy a car without driving it first? Probably not. Then why would you consider launching a library website without at least taking it out for a test-drive? |
CRM
August 2003
Paul Greenberg |
Customer Loyalty? Get Over It. Customer Satisfaction? Way To Go. True loyalty is rarely attainable, so set your sights on something within reach: satisfaction. |
InternetNews
July 28, 2010 |
Citizens Cooling on U.S. e-Government: Survey Customer satisfaction with federal e-government efforts continues to slip, though the losses are incremental, and researchers note the variations by category. |
IndustryWeek
November 1, 2007
David Blanchard |
Will Your Logistics Provider Respect You in the Morning? Customer Respect Index measures how well companies respond to online communications from customers. |
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. |
ONLINE
Mar/Apr 2003
Thomas Pack |
Fiddling with the Internet Dials: Understanding Usability Content providers that want to make working with online information easier can follow usability guidelines to design their systems and services, but what exactly does usability mean now that we are a few decades into the digital information revolution? |
Pharmaceutical Executive
October 1, 2008 |
Getting "Engaged" Web analytics is helping a new generation of pharma web sites get engaged. |
CRM
February 19, 2013
Kelly Liyakasa |
Get Satisfaction Integrates with Badgeville Move ties communities with game mechanics to drive user engagement. |
Search Engine Watch
December 14, 2009
Ron Jones |
Usability and SEM 101, Part 2 More tips on Web usability, SEO, behavioral design, and how Web accessibility factors in. |
Search Engine Watch
December 7, 2010
Garry Przyklenk |
How to Optimize Your Website for Great User Experience Across All Browsers and Devices A list of free, inexpensive, and premium tools to get you started in collecting qualitative feedback and objective data on factors affecting user experience on your website and landing pages. |
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. |
Entrepreneur
July 2004
Mark Henricks |
Use It or Lose It Is your business usable--or disposable? Figure it out before your competitors gain an edge. |
IndustryWeek
February 1, 2007
John S. McClenahen |
Employee Involvement: Well, Now Are You Satisfied? The majority of manufacturing companies are measuring employee satisfaction. |
PHONE+
May 20, 2009 |
Telco Customers Not Satisfied Even the U.S. Postal Service ranked higher in customer satisfaction than the telecom industry, according to the American Customer Satisfaction Index. |
InternetNews
December 17, 2003
Sharon Gaudin |
Web Site Errors Driving Shoppers Away Despite shoppers' mandate to make Web sites more usable, a new study finds that one in seven Web site home pages fail a simple link integrity test with one or more errors severe enough to drive users away. |
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... |
