Whitepapers

Home for marketing and customer service professionals

Popular Downloads

White Papers (12) »

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...

by Fredrik Abildtrup

Full Story »

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...

by David Slavick

Full Story »

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...

by TeleFaction A/S

Full Story »

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...

by David Camps

Full Story »

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...

by Jim Sullivan

Full Story »

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...

by Frederic Gilbert

Full Story »

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...

by Bruce Temkin

Full Story »

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...

by Andreas Wessel Knaack

Full Story »

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...

by TeleFaction A/S

Full Story »

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...

by Ariel Lüdi

Full Story »

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...

by James Digby

Full Story »

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...

by Tim Sanchez

Full Story »

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...

by Greg Levin

Full Story »

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

by John Hersey

Full Story »

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...

by Peter Clark

Full Story »

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...

by Scott @ Loving Outdoors

Full Story »

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 ...

by James Digby

Full Story »

Page 1 of 1112 3 4 Next ›Last »

Whitepapers

Popular Downloads

White Papers (12) »

Sign up for the newsletter

Advertisement

About

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

Measuring the customer experience

Bad customer experiences are more expensive than you think

Putting C-Sat Data into Action

It’s not about the customer…

Excellence is everywhere

Relationship capital: the new currency in customer services

Global Customer Service Barometer

Sign up

About

Latest Tweets