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Home for marketing and customer service professionals
- 50 Facts about Customer Experience
- WoM marketing worth US$3bn by 2013
- The Three R’s Of Customer Service Or “Can You Relate?”
- 5 Steps to Keeping Your Customers
- The Power of Perceptions in Shaping Customer Satisfaction
- The Gravity of Customer Experience Enhancement
- Companies in denial when it comes to providing good customer service
- Consumer Behavior Revolution
- Loyalty without Bribery
- Eight mistakes to avoid with your customer loyalty program
- More
- Customer Experience Exchange 2011
- Where Measurement Begins
- Fathoming Amazon: 9 Things to Know (Infographic)
- Experiensumer : The new consumer profile
- What Steve Jobs Taught Us About Loyalty
- CEM Journey : Struggling with the old demons of marketing & strategy
- Brands who do it right
- A look into conferences: How do they impact your ROI?
- Flying high with Aimia: Interview with VP of Knowledge Development
- Analyst Research Highlights Need To Provide A Unified Customer Experience
- More
- "Hello Ajoy, thank you for your insightful comment." - Fredrik Abildtrup
- "Great post Matt. I have been involved in creating different types of Loyalty Programs and in my CRM/Loya..." - Ajoy Vakil
- "[...] part 1 of this article series (read part 1 here, if you haven’t already),we concluded that the ..." - ALERD, Part 2: the new paradigm in dynamic cust...
- "[...] legislation or the CRM and telephony setup of your company, I urge you to consider this measure. Rea..." - ALERD: The new paradigm in dynamic customer sur...
- "[...] to 2010’s “50 Facts about Customer Experience,” the first fact states “96% of unhappy custome..." - “I Want To Speak To A Manager”
- "Hi James! Excellent work putting together all those facts & figures. Do you have a more detailed source..." - Sascha
- "[...] Eighty-five percent of consumers are dissatisfied with the service they get when they call customer c..." - Ally’s Services and Features Keep the Cus...
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Customer Experience Exchange 2011
We were recently invited along to the recent Customer Experience Exchange down in Berlin as one of the Media partners, and could not turn down the chance to meet and talk with some of the biggest and brightest names working wit...
Where Measurement Begins
Proof that you are changing customer behavior has to start somewhere. How do you measure a relationship? It sounds awfully complicated to quantify. But you don’t have to measure everything at once. If you choose your measurin...
Fathoming Amazon: 9 Things to Know (Infographic)
The guys over at Frugaldad have been thinking about Amazon recently, and with good reason. The story of its growth in the last 17 years can only be compared to the thunderous rise of Walmart. And in some ways, the curve is st...
Experiensumer : The new consumer profile
Many brands, and an entirely market are increasingly pointing out to a new consumer profile, the experiensumer. Characteristics of this profile are: - Sees consumption far beyond a transaction or a process, with a more experien...
What Steve Jobs Taught Us About Loyalty
I think a few words on the impact Steve Jobs, founder of Apple, had on the concept of customer loyalty – and life – are in order. Consider this a tribute to him and his memory as it relates to all of us in the loyalty busin...
CEM Journey : Struggling with the old demons of marketing & strategy
More than ever it is becoming a challenge to help people’s mindsets evolve and embrace the new vision of the customer that is embedded within CEM and EFM. As I move in educating & working along with customers, student...
Brands who do it right
When it comes to building a successful brand, an unwavering dedication to making customers happy is an often forgotten but vital element. Earlier this year, Temkin asked 6000 US consumers to rate their interactions with differe...
A look into conferences: How do they impact your ROI?
One of the consequences of the financial crisis is an increased focus on how the companies spend their resources on training and conferences. This has created a renewed debate on the real value of attending conferences.. The in...
Flying high with Aimia: Interview with VP of Knowledge Development
We catch up with Rick Ferguson, VP of Knowledge Development at Aimia (formally Groupe Aeroplan) to discuss the pros and cons of utilizing coalition loyalty programs over traditional loyalty cards, and the importance of the prog...
Analyst Research Highlights Need To Provide A Unified Customer Experience
We look at the findings from the recent research commissioned from IDC looking at how retailers can improve their sales and customer retention through improved multichannel planning and customer service cites the fact that sto...
Measuring the customer experience
We take a look with Fredrik Abildtrup, the CEO of TeleFaction on how to measure the customer experience.. Using his experience, he takes us through the steps that we need to go through in order to really gain the insights of th...
Bad customer experiences are more expensive than you think
How much does a bad customer experience cost? The number may surprise you. I read an article on FastCompany.com yesterday that shared results from the Tealeaf 2010 Online Transactions Survey conducted by Harris Interactive. T...
Putting C-Sat Data into Action
Author and speaker Greg Levin puts it this way - “Finding fresh water in the middle of the desert doesn’t help you – unless you drink it”. It’s the same thing with obtaining timely customer data and dire...
It’s not about the customer…
Customer service is a sometimes long-forgotten asset. To create unforgettable customer service, you need to begin with unforgettable employee experiences. In this video, John explains more
Excellence is everywhere
Author Brian Wolf gets asked frequently “Which countries are the most advanced in loyalty marketing?” His view is that here are no great countries, just great companies… When I first became completely involved...
Relationship capital: the new currency in customer services
Companies are traditionally valued based on profit, assets and liabilities, but Scott from Loving Outdoors argues that these criteria may not be enough any more… In the newly social online world are these criteria still e...
Global Customer Service Barometer
The recent report published published by American Express® tells us the state of the customer service industry - with some interesting findings! Below you will find a handy infographic to help you digest the details. If ...