Bad customer experiences are more expensive than you think
How much does a bad customer experience cost? The number may surprise you.
Home for marketing and customer service professionals
10 Customer Experience Management Resolutions for 2011
10 steps to creating a successful customer feedback program that you can start doing straight away to produce results!
Who translates today’s voice of the customer to tomorrow’s actions?
We look at how translating today’s lessons into actions that make a positive difference for customers and organizations alike.
The Gravity of Customer Experience Enhancement
Speaker and organizational consultant Joesph Michelli shares with us how important customer loyalty is to a business.
Five Incentives for Customer Experience Focus
Fredrik Abildtrup, CEO of TeleFaction guides you through techniques that can be implemented by looking at customer experience in a whole new light.
Forget the crisis! Be S.M.A.R.T. !
It is said that you need to be more conservative in the times of a crisis. This means that you need to assess your business strategies, and adapt to the current situation.
Study finds word-of-mouth’s impact on loyalty
In an unfavourable economic climate, companies must focus more than ever on superior customer experiences.
How to create a stable but dynamic Customer Environment
Evolution is the best proof for the fact that nothing is stable; constant change rules the world and constant changing customer requirements rule your business.
Have a Plan: Customer-Centricity Doesn’t Happen by Osmosis
In business, the words “planning” and “customer-centric” seldom appear in the same paragraph, let alone in the same sentence.
23 Facts you can’t ignore about customers’ loyalty and satisfaction
These 23 facts that are probably the most important things to know about customer loyalty and customer satisfaction!
Close the Gap between Customer Promise and Customer Experience in 4 Steps
Mass-communication creates expectations, but when the customer does decide to contact you, how will you know if these expectations are met?
How to turn your call center into a value center
In a lot of discussions I have with clients and potential customers one question always comes up - why are the call centers merely regarded as cost centers?
Service and marketing facts you cannot ignore
This article provides you with hardcore facts, that any contact center manager, marketing manager, call center manager and CEO cannot ignore.
Learn why employees need more attention
The secret to creating lasting customer experiences is to identify and address the areas of improvement for employees in the frontline.