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CRM
September 2015
Roxana Strohmenger |
Demystifying Customer Experience Quality To deliver a better experience, you have to understand what quality means for your customers   |
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
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
CRM
December 2014
Megan Burns |
What Drives a Profitable Customer Experience? Companies that value customers need to let them know. |
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. |
U.S. Banker
April 2006 |
The Difference Between Good and Bad Profits The difference between those companies generating good profits and those producing bad profits can be boiled down to one question: "How likely are you to recommend us to a friend?" Loyalty transforms the economics of business. |
CRM
February 1, 2008
Marshall Lager |
The Loyalty Riddle Can marketing overcome the customers who talk about you? |
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. |
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
June 17, 2015
Oren Smilansky |
At Forrester's Customer Experience Forum, Leading Thinkers Stress Improving Pain Points In an emotion-filled customer landscape, companies can stand out by fixing what competitors have overlooked. |
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 2013
Leonard Klie |
Price Shapes Satisfaction In a tight economy, companies must use VoC solutions for price sentiments. |
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
January 30, 2015
Michael Hvisdos |
The Surprising Key to B2B Customer Loyalty Unless we change internal structures and turn to market strategies that make it easy for our customers to do business with us, we can't expect them to remain loyal. |
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. |
CRM
March 1, 2007
Coreen Bailor |
Vocal Ease Companies should plan and implement a formal approach to collecting feedback and inserting the customer's voice into the business strategy. |
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. |
CIO
January 1, 2002
Edward Prewitt |
How to Build Customer Loyalty in an Internet World CRM is not altogether awful. It's just that, too often, the standard CRM practices lead to vexation or worse from customers, not loyalty. |
CRM
October 1, 2006
Lior Arussy |
Beware the Faulty Satisfaction Survey Market research firms must measure complete experiences to help clients differentiate products and services. |
CRM
September 2012
Judith Aquino |
Working from the "Outside In" Forrester Research reveals customer experience insights and analyses. |
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. |
Bank Systems & Technology
April 28, 2008
Maria Bruno-Britz |
Keys to Improving Customer Retention Banks can enhance loyalty by keeping the customers' experience the center of their business. |
CRM
December 2015
Harley Manning |
Can Better Customer Experience Improve Your Bottom Line? A correlation exists, but it depends on your industry, your competitors, and your customers |
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. |
CRM
September 2015
Oren Smilansky |
Brands Must Improve Customer Experience in E-Commerce Customers expect excellent experiences, even during transactions |
CRM
August 2013
Esteban Kolsky |
Expect the Unexpected from Customer Experience For true results, try, try, and try again. |
CIO
October 1, 2003
Edward Prewitt |
The Loyalty Lag Ten ways to develop the truly loyal employee |
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. |
Food Processing
January 2009 |
Food Companies Remain on Top of Customer Satisfaction Index With the recession just beginning, the University of Michigan's American Customer Satisfaction Index dipped only a slight 0.1 percent in the third quarter of last year, to a score of 75 on a scale of 100. |
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. |
InternetNews
December 12, 2005
Roy Mark |
Tech Index Shows Study Growth The United States tech industry continues to rebound from the 2001-2003 recession. |
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. |
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. |
CRM
March 1, 2005
Jason Compton |
What Price Loyalty? Giveaways can buy transactions, but not necessarily commitment. |
CRM
November 11, 2011
Leonard Klie |
Companies Fail the Test with Metrics New research from the Temkin Group suggests that while executives at many companies feel they are doing a good job with their customer experience metrics, very few of them are actually passing the test. |
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. |
InsideFlyer
March 2014 |
Customer Satisfaction Forrester Research has released the results of its Customer Experience Index 2014, and Southwest Airlines ranked #1. On the hotel side of the equation, Courtyard by Marriott ranked #1. |
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
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. |
CRM
August 1, 2003
Lior Arussy |
Efficiency Versus Quality There is no such thing as an efficient customer relationship. |
CRM
October 11, 2010
Ben Martin |
The 5 Realities of Customer Retention Here are five things you must do to retain customers and maximize the revenue potential they offer your business in today's increasingly collaborative world. |
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
March 2015
R "Ray" Wang |
7 Lessons to Learn in the Digital Shift Focus on relevancy to build loyalty and authenticity. |
CRM
February 23, 2015
Maria Minsker |
Brands Still Think About Digital Marketing Tactically, not Strategically New Forrester report reveals marketers are guilty of 'check-the-box' digital planning. |
CRM
December 8, 2003
Jan Kolasinski |
Call Center Performance and Customer Satisfaction Better understanding of the decisional procedures of a call center could provide call center organizations with the level of customer service they have been striving for. |
CRM
November 16, 2010
Lauren McKay |
Facebook Flounders in Customer Satisfaction For the first time ever, the American Customer Satisfaction Index E-Business Report included social media Web sites in its annual survey. |
CRM
January 1, 2006
Lior Arussy |
Is Your Product Really That Great? Loyalty programs won't work if a company's core product or service is perceived to have little or no value. |
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... |
CRM
September 2013
John Stelzer |
Looking Beyond Multichannel More and more retailers are moving from multichannel to cross-channel operations, bridging siloed systems to give the consumer a seamless brand experience. |
BusinessWeek
January 30, 2006
Jena McGregor |
Would You Recommend Us? Customer recommendations are shaking up planning and executive pay. |
