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! 1. Plan the project and get top-level management support Establish a vision of...
View ArticleHow to use surveys to power your social media campaigns
The question that needs to be on everyone’s minds when starting a social media campaign is “How well do you know your audience?” Do you understand the reason why they do business with you? What is the...
View ArticleThe 15 business benefits of a loyalty initiative
When justifying a loyalty initiative, too many executives focus ONLY on the financials, but there are 15 major business benefits – each a competitive advantage – that only a loyalty initiative can...
View ArticleTips for Hiring Customer Service Champions
Customer service representatives are the underappreciated front lines of any business. They will make the difference between keeping customers and having to go out and find new ones. It’s always much...
View ArticleExcellence 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...
View ArticlePutting 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...
View ArticleAnalyst 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...
View ArticleA 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...
View ArticleFathoming 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...
View ArticleCustomer 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...
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