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February 17, 2012
Ashish Gambhir |
Leveling the Playing Field with Social Media Online feedback puts the spotlight on your customer service department.   |
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August 19, 2010
Justin Schuster |
5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line. |
CRM
December 2009
Bruce Temkin |
7 Keys to Customer Experience Big-picture advice for how to improve the customer experience over the next year. |
CRM
February 1, 2007
Nick Discombe |
Get Reacquainted With Your Customers To get the most value from customer interactions and ultimately improve the customer experience, organizations must streamline the flow of information from the customer to the company. |
CRM
August 28, 2015
Leonard Klie |
OpinionLab Introduces Summer 2015 Release of Its Voice-of-the-Customer Solution Brands are empowered to connect consumer feedback gathered through digital channels with specific physical locations. |
Bank Technology News
June 2009
Michael Sisk |
Find and Nurture Your Biggest Fans Banks are focusing their attention on the so-called "advocates" among their clientele; these customers not only buy more products and services, but they also recommend the institution to friends and family. |
CRM
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
CRM
June 27, 2014
Karine DelMoro |
Unlock the Potential of Unstructured Data for a Successful VOC Program Strategies for gaining a competitive edge with unstructured data. |
CRM
June 18, 2015
Michael Cholak |
Just How Important Is Customer Service to Customer Loyalty? It turns out other factors are bigger. But here's why it matters. |
Financial Planning
December 1, 2010
Stephanie Bogan |
Talking Back There is a strong argument that the very process of asking for feedback can help to build strong client relationships. |
CRM
June 28, 2013
Melissa Pippine |
Demystifying Social Media for Customer Experience Look to 'intelligent' tools to identify causes of discontent. |
U.S. Banker
April 2006 |
The Difference Between Good and Bad Profits The difference between those companies generating good profits and those producing bad profits can be boiled down to one question: "How likely are you to recommend us to a friend?" Loyalty transforms the economics of business. |
CRM
May 2015
Maria Minsker |
10 Ways to Liven Up Your Loyalty Program Add functionality and flair to traditional rewards-based structures |
CRM
October 2014
Maria Minsker |
How Mature Is Content Marketing? Eighty-five percent of B2B marketers can't attribute business value to content activity. |
CRM
November 2015
Leonard Klie |
Brands Must Be Loyal to Loyalty Members Rewards need to be more personalized and tailored to individual program members |
CRM
January 2015
Maria Minsker |
Should Businesses Review Customers? Reverse reviews hold customers accountable for their behaviors. |
CRM
November 22, 2013
Kristin Muhlner |
Making the Most of Social Media Data Tap into this one-stop business intelligence source for your smartest budget ever. |
CRM
September 7, 2012
Nancy Liberman |
The Secret to Building Consumer Relationships Look to content to provide credibility and a likable brand online. |
CRM
November 15, 2013
Megan Yunker |
Best Practices for Marketing in an Online Community Support, feedback, and ratings are key. Like any business decision, you need a plan and a good framework for creating a healthy community to which people will keep coming back. |
InsideFlyer
September 2011 |
60 Seconds with Peter Gorla, Vice President & CMO of Voila Hotel Rewards A conversation with Peter Gorla, Vice President & CMO of VOILA Hotel Rewards, which offers an alternative to big hotel chains, about this rewards program. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
November 2013 |
Insert Humanity and Trust into Customer Relationships It's more than listening; it's incorporating feedback into the enterprise. |
Financial Planning
November 1, 2010
Julie Littlechild |
Secrets of Referrals To crack the referral code, my firm, Advisor Impact, went to the one true source of insight on the topic: your clients. |
InsideFlyer
January 2015 |
Web Watch Muchopoints is a new website that seeks to fill a helpful niche for members of hotel loyalty programs. Anything that makes the quest to maximize our points an easier and faster task is welcome. |
CRM
December 1, 2015
Jeff Coleman |
4 Ways to Make Your Customer Satisfaction Surveys Actionable To truly understand customer feedback, you need to ask an important question: Why? The only way to do that: follow up. |
CRM
December 14, 2012
Mark Cooper |
The Rise of the Agile Consumer Traditional CRM systems are failing to keep pace with today's customer. |
Financial Advisor
July 2006
Littlechild & Pomering |
Unlocking Client Value The first question financial advisors should ask is not "how" to survey clients but "why" you should do it in the first place. In addition to allowing you to stay on top of changing client needs, interests and expectations, the reasons abound. |
CRM
May 17, 2013
Lane Cochrane |
All Customer Feedback Is Not Created Equal Voice-of-the-customer data has come to represent a broad spectrum of data streams, from traditional consumer research, convenience surveys, comment cards, and call center verbatim, all the way through to social media. |
Job Journal
January 22, 2006
Michael Kinsman |
Career Pros: Loyalty on the Rise Employers and employees are rediscovering loyalty. |
CRM
February 2011
Fluss & Rogers |
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls. |
CRM
March 21, 2014
Scott Hirsch |
Customer Communities: The Centerpiece of CXM Six steps for offering engaging experiences. |
CRM
September 2011
Geoffrey Hamelin |
Consumers Power Transformational Marketing Engaging customers in personalized dialogue replaces pushing messages through mass media. Better access to data is empowering consumers, who share that information over social media. |
CRM
September 2010
Lauren McKay |
The Hospitality Suite Hotels are finding a home away from home in social media, and boosting the customer experience in the process. |
CRM
June 17, 2010
Mark Johnson |
The Voice of the Customer in the Community What does it mean for loyalty and engagement? |
CRM
March 2012
Leonard Klie |
Being Hospitable Means Being Social Hotel chains open communities to communicate with guests. |
InsideFlyer
October 2004 |
Study: Why Loyal Customers Leave When consumers leave a loyalty/rewards program, most cite the length of time it takes to build up points as the primary reason. |
CRM
July 2012
Leonard Klie |
Listening to the Voice of the Customer As companies adopt voice of the customer solutions, customers expect them to act on their feedback. |
CRM
March 20, 2012 |
NICE Integrates Interaction Management and Fizzback Solutions to Enhance Customer Experience The combined Voice of the Customer solution enables companies to gain insight into the root cause of specific customer feedback by correlating voice interactions with real-time feedback survey results. |
Inc.
July 2007
David H. Freedman |
What's Next: Ask, and You Shall Be Misled Customer feedback should be read, analyzed, and taken with a grain of salt. |
CRM
September 1, 2007
Woody Driggs |
The True Drivers of Loyalty It is a mistake to think that loyalty is all about improving customer satisfaction. |
Search Engine Watch
December 12, 2008
Gregg Stewart |
User Ratings and Reviews: Join the Conversation Consumer usage of ratings and reviews continues to grow, as well as their importance to everyday local business information. Word-of-mouth marketing is one of the most effective ways to sell a product/service, and that's exactly what consumer reviews provide online. |
Entrepreneur
July 2010
Emma Johnson |
From Nay to Yay What to do about bad reviews on customer feedback sites. |
CRM
August 2013
Donna Fluss |
The Black Hole of Customer Surveys Don't ask for feedback if you're not going to act on it. |
Search Engine Watch
July 15, 2010
Price Glomski |
Google Ratings: Could they Change Your Business? This extension allows brands the ability to take over more space on the page while introducing a more dynamic call to action. |
Search Engine Watch
May 3, 2011
Kevin Gibbons |
5 Tips on Building Brand Loyalty via Twitter Twitter has immense value, even if it's hard to measure. It's superb for building brand loyalty, as long as you approach it in the right spirit. |
InsideFlyer
July 2011 |
Road Tripping America? Think Midscale. A look at hotel loyalty in midscale America. |
Financial Advisor
December 2006
Pomering & Littlechild |
Using Client Feedback To Unlock Client Value How can you use client feedback to unlock client value in your financial advisory business? |
CRM
May 2010
Roy Hessel |
Seeing Customers Clearly Online eye-wear retailer EyeBuyDirect.com brings its customer feedback into focus with Kampyle. |
InsideFlyer
July 2010 |
Cover Story We speak with ezRez, Cathay Pacific, GHA Discovery, Hyatt Gold Passport and Stash Hotel Rewards about their programs for travelers. |
Fast Company
March 2004
Seth Godin |
How to Give Feedback Give great feedback! Most people don't. Here are four rules for making your input count. |
