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As talk of a recession permeates the evening news, a typical knee-jerk reaction in the marketplace is to sacrifice programs associated with quality and the customer experience -- training, quality assurance (QA) and mystery shopping programs, guest research, etc. The benefits of a QA program are compelling and easily communicated when businesses are flush, but what happens when storm clouds are on the horizon? |
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Wednesday, 16 April 2008 |
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The Native Americans believed every creation had a soul. A tree possessed a spirit in the same way as a horse, bird or human being, which engendered a feeling of oneness with nature and a focus on conservation. While the buffalo was killed for its meat and other uses, it was also revered for having a great spirit. |
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Tuesday, 15 April 2008 |
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Customer satisfaction with online banking far surpasses other online financial services like credit cards and investment, according to a new study. Online banking scores 82 on the American Customer Satisfaction Index’s 100-point scale. Credit card websites and investment websites both score 75. |
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Tuesday, 15 April 2008 |
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Companies can reap huge cost savings by moving their call-center operations to another country where the cost of labor is cheaper. However, the move is risky because of cultural barriers, which can put customers off. The answer is training, which can help smooth over accents and -- more importantly -- help agents solve customers' problems. |
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Friday, 11 April 2008 |
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Despite the massive amount of customer feedback information available today, very little of it is being put to productive use. So why aren't firms using their customer insight to improve the likes of product development and processes? |
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Tuesday, 18 March 2008 |
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Customer experience isn’t just about giving customers a good time. It’s about understanding just how good a time (or not) you are giving – and making adjustments. Customer experience is a leading KPI for the customer-centered organization, and if it is to have its rightful place in your company it must precede and even supersede operational command and control metrics. But whilst many organizations have a strong desire to improve their customers’ experience, they are hampered by barriers to effective measurement – their feedback loop is blocked. |
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Monday, 10 March 2008 |
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Be careful what you wish for," the saying goes... "you might get it!" And this could be particularly apt when it comes to customer data. There's been a spike in the demand for customer metrics recently. Firstly, an increasing number of CEOs are recognizing that non-financial measures such as customer satisfaction are as important to their investors as traditional financial figures |
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Monday, 03 March 2008 |
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The fact that so many CRM systems have been designed from the fixed mindset perspective, seeing intelligence about customers being predictable, supporting processes that are not flexible enough to allow either for tackling obstacles or allowing for negative customer feedback to percolate up an organizations' ranks needs to change. |
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Monday, 03 March 2008 |
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If you had to pick between one of these two options, which would you choose? A. Jab yourself in the eye with a sharp stick; or, B. Call a customer service number to ask a question, lodge a complaint or request a service. |
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Monday, 03 March 2008 |
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In the latest grab for consumer insights, more marketers are tapping into an often-ignored in-house resource: The customer call center. True, many of the consumers are cranky and calling only because they're already disenchanted with a product or service. But call centers can still deliver boatloads of data, often in a much faster time frame than other forms of research. |
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Wednesday, 20 February 2008 |
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