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CRM
June 2015
Roxana Strohmenger |
Taking a Measurable Approach to Customer Experience The ideal experience must deliver for consumers and businesses   |
CRM
January 15, 2013
Leonard Klie |
Brands Continue to Fail Their Customers New research from Forrester shows customer service hasn't improved all that much in the past year. |
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. |
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 1, 2006
Lior Arussy |
Is Your Product Really That Great? Loyalty programs won't work if a company's core product or service is perceived to have little or no value. |
CRM
September 2015
Oren Smilansky |
Brands Must Improve Customer Experience in E-Commerce Customers expect excellent experiences, even during transactions |
CRM
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
CRM
February 16, 2011
Koa Beck |
Study Finds Lower Churn Despite Decreasing Satisfaction Customers expect more from service providers with expectations being set high by one particular channel. |
CIO
October 1, 2003
Edward Prewitt |
The Loyalty Lag Ten ways to develop the truly loyal employee |
CRM
May 2013
Leonard Klie |
Price Shapes Satisfaction In a tight economy, companies must use VoC solutions for price sentiments. |
CRM
October 1, 2006
Lior Arussy |
Beware the Faulty Satisfaction Survey Market research firms must measure complete experiences to help clients differentiate products and services. |
CRM
March 2011
Robert Wollan |
The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy. |
InternetNews
June 23, 2006
Andy Patrizio |
Will Your Drivers Make Microsoft's Grade? Microsoft is launching a Driver Quality Rating system that will grade device drivers on their quality, based on how often they crash. A low grade could mean OEMs will shun the product. |
CRM
May 2015
Maria Minsker |
10 Ways to Liven Up Your Loyalty Program Add functionality and flair to traditional rewards-based structures |
CRM
January 5, 2016 |
Panasonic OneConnect Links Drivers to Brands The Panasonic OneConnect platform lets companies send targeted messages to drivers through in-car infotainment systems. |
CRM
September 26, 2010
Gary Edwards |
Anyone Can Post a Status Update Despite social network usage becoming more commonplace, most businesses in general-multi-unit "bricks and mortar" retail enterprises in particular-are struggling to know how to approach and benefit from this new community environment. |
CRM
September 2015
Roxana Strohmenger |
Demystifying Customer Experience Quality To deliver a better experience, you have to understand what quality means for your customers |
CRM
November 2011
David Myron |
Build Your Brand Through Exceptional Customer Experiences Any interaction customers have with your company is a reflection of your brand. |
HBS Working Knowledge
Jim Heskett |
Are Customer Loyalty Initiatives Worth the Investment? How many times have you heard that it costs several times more to attract a new customer than keep an existing one? Or that satisfied, loyal customers become more and more profitable over their lifetime as they purchase new products, updates on old ones, supplies, and services, all the while recruiting others to do the same? |
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. |
Fast Company
Sarah Kessler |
A Consulting Firm Hired By Uber Found That Its Drivers Are Very Happy Uber's survey seems to paint a selective picture of its drivers. Which is exactly what it's designed to do. |
CRM
December 1, 2005
David Myron |
Straighten Up and Fly Right A bad customer experience is only the beginning of a much bigger problem for sizeable airlines. Successful companies don't just sell products, they sell positive, personal customer experiences. |
CRM
May 2013
Lior Arussy |
The Role of Culture in Customer Relationships Build exceptional experiences through emotional connections. |
CRM
October 2015
Robert Wollan |
Become a Multispeed Organization In today's landscape, you need to find the right mix of traditional and digital |
PC World
November 2002
Anne Kandra |
Don't Let Driver Woes Drive You Nuts Here's how to cope when driver problems make your peripherals inoperative. |
PC Magazine
January 1, 2008
Neil Randall |
Installing Hardware Drivers Installing hardware drivers on Linux has grown easier over the years. With today's Ubuntu many drivers are built right into the OS (as with Windows), whereas others can be downloaded and installed easily. |
BusinessWeek
January 7, 2009
Jack & Suzy Welch |
The Loyalty Fallacy Faithful but marginal employees often think they're safe. Play fair: Enlighten them. |
CRM
May 31, 2011
Brittany Farb |
Passengers Are Increasingly Dissatisfied with Air Travel A new study shows customers are uncomfortable and inconvenienced. |
CRM
May 2015
Robert Wollan |
Tapping the Switching Economy Three tips for keeping customers from straying. |
Job Journal
December 9, 2007
Michael Kinsman |
Not Much Loyalty Left Corporate America has reached a lamentable labor-market milestone, with employees eager to change jobs now outnumbering those who plan to stay at their posts. Here are some ways companies can try to rebuild worker loyalty. |
The Motley Fool
November 10, 2005
Selena Maranjian |
The Loyalty Edge When you look for outstanding investments, it's important to examine the effectiveness of management, the fiscal health of the company, and the stock price. Another important factor, one that I suspect our analysts also consider, is the strength of a company's brands. |
CRM
April 25, 2014
Duke Chung |
In the Age of the Customer, Service and Engagement Will Define the Brand Customer service is becoming the next brand differentiator. |
CRM
May 2014
Robert Wollan |
Turning the Customer Experience Tide The risk and opportunity of promising seamless customer experiences. |
CRM
January 4, 2013
Don Hughes |
A Look Under the Loyalty Hood Deliver the engagement process consumers seek. Loyalty providers who fail to keep their programs' technology first-rate risk losing their most important asset: their customers. |
Job Journal
May 1, 2005
Julia Hollister |
Driving Ambition There's a driving demand for employees at charter, taxi and trucking firms. |
InternetNews
December 12, 2005
Roy Mark |
Tech Index Shows Study Growth The United States tech industry continues to rebound from the 2001-2003 recession. |
HBS Working Knowledge
June 4, 2014
James Heskett |
Does Internet Technology Threaten Brand Loyalty? Does the ability of consumers to easily access product and company information via the Internet makes brands stronger or weaker? The answer may call into question all we think we know about marketing. |
CRM
January 2014
Leonard Klie |
Is There Life After Death for Loyalty Points? Colloquy report shows varying bequeathing policies for leading airline, hotel, and credit card loyalty programs. |
CRM
July 2012
Leonard Klie |
Customer Service Climbs Firms' Priority Lists Mobile and online experiences also seen as key business objectives in the immediate future. |
HBS Working Knowledge
March 8, 2004 |
Readers Respond: Are Customer Loyalty Initiatives Worth the Investment? A discussion on customer loyalty and incentives for being a loyal customer. |
CRM
August 1, 2003
Lior Arussy |
Efficiency Versus Quality There is no such thing as an efficient customer relationship. |
CRM
January 30, 2015
Michael Hvisdos |
The Surprising Key to B2B Customer Loyalty Unless we change internal structures and turn to market strategies that make it easy for our customers to do business with us, we can't expect them to remain loyal. |
CIO
April 29, 2013
Kate Leggett |
Why CIOs Should Invest in Happy Customers It's time for CIOs to find out which communication technologies customers prefer, and give customer-service reps the data they need to answer questions, says a Forrester analyst. |
CRM
February 2014
Robert Wollan |
Surviving and Thriving in a Switching Economy The $1.3 trillion "switching economy" is comprised of dissatisfied customers who are continually looking for new providers that can better address their changing needs. Here are five tips for retaining customers. |
CRM
February 2007
Coreen Bailor |
Not Fade Away Exhausting customers in a fierce business environment erodes profits through loyalty loss; here, some winning ways to help combat customer fade. |
JavaWorld
July 2000
Nitin Nanda |
JDBC drivers in the wild In this article, we'll examine the basic architecture of the four different types of JDBC drivers and enumerate their pros and cons. In addition, we'll evaluate and compare five specific industry-standard drivers... |
CRM
December 2015
Harley Manning |
Can Better Customer Experience Improve Your Bottom Line? A correlation exists, but it depends on your industry, your competitors, and your customers |
InternetNews
October 1, 2007
Sean Michael Kerner |
Driving Linux The Linux Driver Project is aiming to get drivers and Linux users aligned. |
PC Magazine
June 8, 2004
Bill Howard |
Good-Driver Program Windows XP represents a major step forward in stability for users, in large part because of its certification program for drivers. |
InsideFlyer
January 2013 |
60 Seconds with Justin Jarvinen, Founder and CEO of BCKSTGR.com BCKSTGR.com allows users to earn rewards currency for engaging brands using social media. The program soft launched with United MileagePlus on Nov. 1, 2012 and members have already earned a couple of hundred thousand miles. |
