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CRM
January 15, 2013
Leonard Klie |
Brands Continue to Fail Their Customers New research from Forrester shows customer service hasn't improved all that much in the past year.   |
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 |
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. |
The Motley Fool
July 15, 2010
Selena Maranjian |
The Companies Customers Love Most Happy patrons can make a huge difference. A survey of how often consumers talk up companies to their friends and loved ones reveals good news for high scorers and poor scorers alike. |
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. |
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. |
CRM
May 18, 2012 |
Study: Global Businesses Are Anti-Social in a Social Media Age B2B desperately lags behind B2C in social media adoption, with 75 percent not measuring social media. |
CRM
April 1, 2011
Koa Beck |
Amazon, Kohl's, and Costco Top Experience Ratings List The Temkin Group's 2011 Experience Ratings identifies retailers as doing the best job with customers overall, but almost half of companies do a poor job. |
Inc.
September 2006
Darren Dahl |
Would You Recommend Us? Perfect your service by asking the only question that matters. |
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. |
BusinessWeek
January 30, 2006
Jena McGregor |
Would You Recommend Us? Customer recommendations are shaking up planning and executive pay. |
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. |
CRM
October 1, 2007
Lior Arussy |
Imperfect Scores Is a new industry standard keeping executives from focusing on the relationships that matter? |
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. |
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. |
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
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
August 1, 2009
Paul Greenberg |
Managing Social Customers for Profit A new paradigm calls for a reassessment of an industry metric. |
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?" |
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. |
