September 27th, 2009
If customer experience is a viable differentiation strategy in good times, it is doubly so today. Read the rest of this entry »
Tags: 4p, Conceptualization, Contact Center, Customer Experience, Customer Relationships, Customer Strategy, Differentiation Strategy, Experiences, Fundamental Level, Good Times, Passion, Perspective, Point Of Sale, Quality Service, Tough Times, Value Quality, Wonderful Time
Posted in Edition 16 | No Comments »
September 27th, 2009
If customer experience is a viable differentiation strategy in good times, it is doubly so today. At a time when most firms will naturally gravitate toward a strategy of cutting back, hunkering down and laying off—because that’s what one is expected to do in hard times. Read the rest of this entry »
Tags: 4p, Conceptualization, Contact Center, Customer Experience, Customer Relationships, Customer Strategy, Differentiation Strategy, Experiences, Fundamental Level, Good Times, Passion, Perspective, Point Of Sale, Quality Service, Tough Times, Value Quality, Wonderful Time
Posted in Edition 15 | No Comments »
September 26th, 2009
Whenever you attend marketing, management or customer service conferences, you will hear the same exciting thing every time.
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Tags: Benefit, Buzz, Call Centers, Commodities, Competing Products, Customer Experience, Customer Satisfaction, Customer Service Conferences, Customer Strategy, Emotion, Important Facts, Insights, Management Consultants, Marketing Management, Marketing Research, Phone Service, Quotes, Satisfaction, Sentences, Service Customer, Service Marketing, Shaun Smith
Posted in Edition 04 | No Comments »
September 25th, 2009
In spite of the obvious short and long term benefits, the concept of CLV – Customer Lifetime Value – is hardly ever used outside certain industries with high acquisition costs.
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Tags: Acquisition Costs, Business Case, Conviction, Customer Lifetime Value, Customer Strategy, Decades, Defection, Direct Marketing Companies, Economic Concept, Existing Customers, Investment Decisions, Loyalty Expert, Loyalty Management, Ltv, Mail Order Business, Market Investment, Marketing Efforts, Net Marketing, Nominator, Spite
Posted in Edition 03 | No Comments »
September 25th, 2009
As promised in the previous edition – Michael Leander Nielsen and TeleFaction provides you insights on how CRM and Customer Experience Management work effectively together. Read the rest of this entry »
Tags: Business Customer, Business Relationship, Crm Strategy, Customer Expectations, Customer Experience Management, Customer Lifetime Value, Customer Management, Customer Profitability, Customer Relationship Management, Customer Satisfaction And Loyalty, Customer Strategy, Driven Organizations, Management Work, Myriads, Oriented Organization, Prospective Customers, Quantitative Analytics, Share Of Wallet, Strategy Framework, Technology Data, Value Customer
Posted in Edition 02, Edition 04 | No Comments »
September 25th, 2009
If you attend a marketing, management or customer service conference, you are bound to hear a whole bunch of quotes and “buzz-sentences”… Read the rest of this entry »
Tags: Battleground, Business Leaders, Business Strategy, Call Centers, Customer Experience, Customer Interactions, Customer Loyalty, Customer Projects, Customer Service Conference, Customer Service Conferences, Customer Strategy, Differentiators, Gartner, Ivens, Management Consultants, Marketing Management, Marketing Manager, Phone Experience, Phone Service, Relevant Facts, Service Customer, Sustainable Business
Posted in Edition 02 | No Comments »
