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CRM April 2015 Leonard Klie	The Switching Economy Hits Home Poor customer service accounts for most company defections.
CRM February 2014 Robert Wollan	Surviving and Thriving in a Switching Economy The $1.3 trillion "switching economy" is comprised of dissatisfied customers who are continually looking for new providers that can better address their changing needs. Here are five tips for retaining customers.
CRM May 2012 Robert Wollan	Knowing Your Customers in the Digital Age New technologies mean new challenges.
CRM April 2011 Leonard Klie	Market Focus: Telecommunications--Rewards for Reliability New research from Accenture points to a growing market for loyalty programs among telephone and Internet service providers, and customers seem ready to let carriers shower them with rewards.
CRM May 2014 Robert Wollan	Turning the Customer Experience Tide The risk and opportunity of promising seamless customer experiences.
CRM July 27, 2011 Leonard Klie	Health Insurers Need to Improve Customer Relationships to Compete Accenture survey finds 80 percent of consumers expect healthcare insurance customer services to be easier and more convenient.
CRM May 2015 Robert Wollan	Tapping the Switching Economy Three tips for keeping customers from straying.
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 September 2010 David Rich	Marketing on a Leash Tight budgets and heightened expectations combine to pose a challenge.
CRM October 2015 Robert Wollan	Become a Multispeed Organization In today's landscape, you need to find the right mix of traditional and digital
Home Theater October 12, 2009 Mark Fleischmann	Customers Like TV Services Better Satisfaction scores are up for telco, satellite, and cable providers.
Bank Systems & Technology January 31, 2006 Robert Wollan	CIOs and the Battle for Consumers To win over customers, banks must understand the kinds of services customers demand.
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.
CRM December 16, 2010	Utilities Need to Improve Customer Experiences to Create Loyalty, Survey Finds A Twitter poll conducted by Nuance signals new opportunities for utilities to use mobile self-service and proactive notifications to improve the customer service experience.
CRM January 2010 David Rich	The Ledge of Allegiance What history - and a survey of current behavior - can teach us about the threat to customer loyalty.
Job Journal December 9, 2007 Michael Kinsman	Not Much Loyalty Left Corporate America has reached a lamentable labor-market milestone, with employees eager to change jobs now outnumbering those who plan to stay at their posts. Here are some ways companies can try to rebuild worker loyalty.
Insurance & Technology May 26, 2010 Anthony O'Donnell	Carriers Shifting Distribution Dollars To Mobile, Accenture Research Finds Insurers are planning to invest on average $84 million on strategic distribution improvements over the next three years according to a survey of 125 insurers globally.
CRM March 1, 2006 Coreen Bailor	Statistically Speaking 68% said they would tell family and friends about their negative experiences... Connecting the field and the office is a top strategic priority for 88% of best-in-class firms... etc.
CRM September 26, 2010 Gary Edwards	Anyone Can Post a Status Update Despite social network usage becoming more commonplace, most businesses in general-multi-unit "bricks and mortar" retail enterprises in particular-are struggling to know how to approach and benefit from this new community environment.
CRM November 1, 2006	Statistically Speaking 47% of the 1,000 U.S. consumers Accenture surveyed have stopped doing business with a company within the past year... RFID software and services revenue is expected to be $3.1 billion in 2007... etc.
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 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 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 February 2007 Coreen Bailor	Not Fade Away Exhausting customers in a fierce business environment erodes profits through loyalty loss; here, some winning ways to help combat customer fade.
CRM August 27, 2003 Martin Schneider	You Can Take it With You The Local Number Portability Act could spark the highest churn rates in history. Now is the time to find new ways to lock in customer loyalty.
CRM November 2015 Leonard Klie	Brands Must Be Loyal to Loyalty Members Rewards need to be more personalized and tailored to individual program members
CRM February 2010 David Rich	The World Is Their Oyster Give customers an opportunity to play an active role in customizing their customer service.
Insurance & Technology May 20, 2009 Katherine Burger	News from 2009 ACORD LOMA Insurance System Forum: Agent Channel Still Dominates, But Online Gains Ground Accenture study of U.S. consumers hints at retention, loyalty challenges.
CRM December 2014 Megan Burns	What Drives a Profitable Customer Experience? Companies that value customers need to let them know.
CRM August 2014 Leonard Klie	Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service.
CRM January 20, 2012 Kara Trivunovic	Email Marketing and Social Data: The Beginning of a Beautiful CRM Friendship Employ an integrated strategy to drive more successful campaigns.
CRM August 2014 Sarah Sluis	Consumers Fear Data Insecurity 87 percent of survey respondents state their information is not adequately protected.
Search Engine Watch March 24, 2011 Nathan Linnell	Social Media and Search Synergy in the Purchase Decision Process Are your search and social media efforts integrated? Results of a recent study offer insights that could alter your current search and social media strategies.
CRM February 2013	Engaging the Nonstop Customer Companies should leverage new consumer dynamics to drive growth. As long as they're using a smartphone, tablet, or Internet-enabled PC, consumers are continuously in the channel.
CRM December 2013 Leonard Klie	Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers.
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 September 2015 Oren Smilansky	Brands Must Improve Customer Experience in E-Commerce Customers expect excellent experiences, even during transactions
Food Engineering December 1, 2005 Karen Schweizer	25th Annual Salary & Job Satisfaction Survey: The Right Fit Improves Satisfaction How do you find employees who will be satisfied and loyal? One key -- provide balance.
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.
CIO March 1, 2003 Lorraine Cosgrove Ware	Hold Vendors Accountable It's true what they say about the squeaky wheel. To get the support you're paying for, you need to know what's possible, and then demand it.
Investment Advisor April 2007 Marlene Y. Satter	Keep Them Satisfied Financial advisors know that clients' feelings about money can have a dramatic effect on the financial plans that have been crafted so carefully for them. Their attitudes on insurance providers can also play a role.
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 January 4, 2013 Don Hughes	A Look Under the Loyalty Hood Deliver the engagement process consumers seek. Loyalty providers who fail to keep their programs' technology first-rate risk losing their most important asset: their customers.
CRM July 2011 Paul Greenberg	Never Underestimate the Power of Traditional Methods It's not the medium but, rather, how you use it to engage customers that counts.
Financial Advisor July 2006 Littlechild & Pomering	Unlocking Client Value The first question financial advisors should ask is not "how" to survey clients but "why" you should do it in the first place. In addition to allowing you to stay on top of changing client needs, interests and expectations, the reasons abound.
U.S. Banker May 2011 Alexander Hesse	Moving Beyond the Digital Stone Age Despite the fact that the online channel is more than a decade old, most retail financial services companies have yet to make full use of its potential.
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.
CRM October 1, 2006 Coreen Bailor	Service Sells Delivering a seamless, straightforward customer experience that lives up to its promises can help companies get repeat, more profitable business.
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.