Measuring the customer experience
We take a look with Fredrik Abildtrup, the CEO of TeleFaction on how to measure the customer experience..
Home for marketing and customer service professionals
The Road to Customer Loyalty
Customer satisfaction has long been the predominant measure of a company’s success.
Consumer Loyalty
One of the most important things any company can do to help ensure its survival is invest in practices that create consumer loyalty and good customer service is the foundation on which businesses can build satisfactory relation...
The one measure of customer satisfaction on the Web
Task completion has by far the biggest impact on customer satisfaction on the Web. Everything else is just noise.
Achieving more value with less
Author and Consultant Elisabeth Goodman looks at how you can achieve customer and employee loyalty by taking an intelligent approach to your organisational resources.
Improving Customer Retention during a Slowdown
Daniel Alcorn looks at 5 statistics you should consider before creating your next marketing strategy.
The Expanding Universe of Customer Service
The way in which we care for customers is expanding fast. Welcome to the exciting world of social media.. A growing trend in the Twitter universe is customer service support.
Your company’s bottom line is tied to customer satisfaction
You can measure your company’s value by your customer service!
Pitfalls in customer surveys
“Our customer satisfaction doubled in comparison to last year”. “Our customers are the most satisfied throughout the industry”. “95% of our customers consider our service excellent”.
Embrace Your Customer’s Complaints
Delivery of high quality customer service is, in truth only as complicated as, we the deliverers make it. And my, don’t we often make it complicated..
The Power of Perceptions in Shaping Customer Satisfaction
Is the glass half empty or half full? The definition resides in your customers’ eyes..
Turning Difficult Customers into Raving Fans
If there is one thing that businesses still have to master, it is the art of customer satisfaction.
Customer Experience: Everything Is An Emotional Buy
More than satisfaction, customer emotion is the underpinning factor in the customer experience.
Embrace Your Customer’s Complaints
Delivery of high quality customer service is, in truth only as complicated as, we the deliverers make it. And my, don’t we often make it complicated…
Customer satisfaction versus customer loyalty
Companies have much enthusiasm for customer satisfaction. Many see it as a way of making customers happy, and others look at measuring loyalty.
Customer centricity: Doing the right thing for the customer
The strategy of customer centricity is a well accepted method of winning customer satisfaction, loyalty and even increased profits.