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Bank Technology News
November 2007
John Adams |
Feedback: Zions Wants to Plumb the Depths of Your Discontent Zions now believes it's found a way to gather feedback and respond to complaints and suggestions. It's deployed the Allegiance Engage Platform to help analyze and respond in real-time to customer and employee comments and suggestions.   |
CRM
July 2015
Maria Minsker |
Great Customer Experience Starts with the Right Corporate Culture Engaged employees make for more satisfied customers |
CRM
May 2015
Bruce Temkin |
To Improve Customer Experience, Engage Your Employees For better business results, give employees the support they need |
IndustryWeek
July 11, 2012 |
Employee Engagement: Room for Improvement The news is positive; engagement is up, according to Aon Hewitt report. |
HBS Working Knowledge
June 27, 2005
Barber & Strack |
People Power: How to Measure It Start with the right set of performance indicators. |
CRM
June 2015
Roxana Strohmenger |
Taking a Measurable Approach to Customer Experience The ideal experience must deliver for consumers and businesses |
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
December 2015
Garrison Wynn |
Do Your Call Center Agents Think They Have a Good Job? Engaged workers will feel connected to the bigger picture |
CRM
July 29, 2010
Juan Martinez |
American Express, CDW, and Dell Honored for Customer Empowerment In the second-annual Voice of the Customer Awards, American Express, CDW, and Dell topped nearly 40 companies representing leading brands in financial services, healthcare, retail, technology, and travel. |
IndustryWeek
September 1, 2004
John Teresko |
Driving Employee Engagement Eliciting employee feedback At Cleveland's Eaton Corp. with its annual employee survey helps the global industrial manufacturer understand perceptions and work behavior that impact business outcomes. |
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. |
CRM
July 1, 2015 |
Waypoint Releases TopBox Account Engagement Platform TopBox offers feedback metrics for B2B firms. |
CRM
April 2015
Driggs & Stier |
Reap the Rewards of Purpose Activation Spark employee passion with a values-based culture. |
CRM
August 19, 2010
Justin Schuster |
5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line. |
Fast Company
October 2015
Steven Melendez |
Unhappy At Work? Swipe Right To Tell The Boss An app for companies called Niko Niko lets employees quickly swipe across their smartphone screens to indicate their overall moods, or to answer more specific survey questions. |
CRM
September 22, 2014
Maria Minsker |
Verint Engagement Analytics Offers 'Unprecedented' Cross-Channel Analytics The joint Verint-Kana cloud-based solution enhances customer engagement insight. |
National Defense
April 2015
Dave Melcher |
Understanding the Value of Ethics Surveys A healthy ethical culture is a critical component of all successful businesses, regardless of size or complexity. |
CRM
August 28, 2014
McCoy & Urekew |
Don't Underestimate the Link Between Customer and Employee Loyalty Lessons we should all learn from Market Basket. |
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. |
AskMen.com
Kirk Thurbide |
Employee Retention Employee retention looks to be an ongoing challenge for organizations. As the workforce continues to change, perhaps so must the conventional thinking on employees and retention. |
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. |
Financial Advisor
June 2007
Rebecca Pomering |
Building The Dream Team A performance management system is critical to the health and success of any financial advisory firm. A well-designed performance management system helps managers meet the need for individual challenge and motivation that aligns with the firm's strategic direction. |
CRM
July 2013
Kelly Liyakasa |
Earning Fans from the Inside Out Kirk Kazanjian, marketing and brand expert and author of Driving Loyalty: Turning Every Customer and Employee into a Raving Fan for Your Brand, gave a few secrets to driving the kind of company culture that focuses on customers and employees foremost. |
The Motley Fool
February 24, 2009
Beth Steinberg |
6 Ways Companies Can Achieve Long-Term Greatness Traditionally, investors measure a company's value primarily by its financial metrics (margins, debt level, growth rates, etc.). While this is obviously important, financials alone are not the only indicators of long-term success. |
CRM
April 2014
David Myron |
Why Customer Experience Is a Bad Metric This year, we received more conference presentation pitches than ever before, and many of them focus on...you guessed it -- customer engagement. |
Bank Technology News
June 2009
Michael Sisk |
Find and Nurture Your Biggest Fans Banks are focusing their attention on the so-called "advocates" among their clientele; these customers not only buy more products and services, but they also recommend the institution to friends and family. |
Search Engine Watch
June 28, 2010
Nathan Linnell |
Measuring Audience Engagement in Social Media Providing a framework for measuring audience engagement while also soliciting feedback for additional metrics that should be factored into such a calculation. |
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
June 28, 2013
Melissa Pippine |
Demystifying Social Media for Customer Experience Look to 'intelligent' tools to identify causes of discontent. |
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. |
Bank Technology News
March 1, 2008
Larry Freed |
Put Usability Testing to the Ultimate Test By using scientific customer satisfaction metrics for usability testing, you can identify where to focus improvements that will have the greatest positive impact on customer satisfaction and loyalty. Read on to see how. |
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
April 25, 2014
Duke Chung |
In the Age of the Customer, Service and Engagement Will Define the Brand Customer service is becoming the next brand differentiator. |
CIO
November 1, 2005
Edward Prewitt |
Watch What You Say Communication from the top is a leading factor in employee motivation, morale and even loyalty, according to a study from the consultancy Hay Group. But keeping workers informed is not something executives do well. |
CRM
April 27, 2012
Ashish Gambhir |
How Customer Intelligence Drives Loyalty Listening to -- and acting on -- consumer comments is the best strategy. There is no better place to learn how best to execute changes than from online guest feedback. |
IndustryWeek
February 1, 2007
John S. McClenahen |
Employee Involvement: Well, Now Are You Satisfied? The majority of manufacturing companies are measuring employee satisfaction. |
CRM
June 24, 2014
Maria Minsker |
Forrester Customer Experience Forum: 'Good Is No Longer Good Enough' Exceptional brand experiences stem from engaged employees. |
CRM
July 12, 2013
Carolyn Crews |
Create an Exceptional Customer Service Culture Invest in your team to build a talented employee base. |
CRM
May 2015
Leonard Klie |
The Customer Expectation -- Experience Gap Brand Keys' Customer Loyalty Engagement Index finds that many companies are unable to deliver on emotional values. |
IndustryWeek
November 1, 2008
Jonathan Katz |
State of the Workforce Report Incentive-based employee referral programs are highly effective. |
CIO
October 1, 2003
Edward Prewitt |
The Loyalty Lag Ten ways to develop the truly loyal employee |
CRM
March 21, 2014
Scott Hirsch |
Customer Communities: The Centerpiece of CXM Six steps for offering engaging experiences. |
AFP eWire
December 1, 2009 |
Social Media Performance Linked to Financial Success A new study shows that companies that are significantly involved in social media efforts have consistently experienced strong financial growth over the past 12 months and offers advice for organizations (including nonprofits) on growing social media engagement. |
CRM
August 23, 2013
Connor Marsden |
The Role of Social CRM These channels present incredible opportunities for companies to add another dimension to understanding customers, key decision-makers, and trends that drive meaningful dialogue. |
BusinessWeek
September 10, 2007
Kerry Sulkowicz |
Straight Talk At Review Time How do you learn the art of delivering constructive criticism to employees? |
HRO Today
September 2008 |
Employee Recognition: Dissecting Today's Market Are you keeping your workforce engaged? Do they feel valued as your most important corporate asset? How is sponsoring a corporate employee recognition program helping your organization improve performance? |
Fast Company
Lydia Dishman |
These Are The Top Small And Medium-Size Companies For Employees Great Place to Work just announced that not only do employees at America's best small and medium-size workplaces say their companies are treating people fairly. |
National Real Estate Investor
November 1, 2002
Jay Harris |
Measuring Performance from Every Perspective Apartment management has been transformed over the past two decades. Leading apartment providers, both public and private, are now adopting the technology, marketing, executive development, board recruitment and measurement approaches used by other industries, adapting them to meet their needs. |
Global Services
September 16, 2008
Allan Schweyer |
The Powerful Link Between Talent Management & Biz Performance Outsourcing works with talent; its a reality. But how does one ensure that customers talent-management systems and processes in outsourcing are properly administered and effectively supported to increase employee and business productivity and performance? |
CRM
December 2014
Megan Burns |
What Drives a Profitable Customer Experience? Companies that value customers need to let them know. |
