Expert Insight
As important as our social nature is, within just the past few years technology has injected it with steroids. We are being transformed into a dynamic and robust network of electronically connected people in a worldwide, always-on festival of creating and sharing, collaborating, editing, publishing, uploading, entertaining, critiquing, commenting, helping, learning, and having fun. This has immense implication for how we make technological progress, because progress owes much more to our social nature than to our knowledge or intelligence, per se. Continue Reading »
By Don Peppers
Posted on Aug 30, 2010 in Customer Experience
Features
As popular as loyalty programs are, they alone are not enough to ensure customer loyalty. Over the past two years, as companies face new challenges involving transparency from social media, inconsistency in delivering customer experiences across channels, and a price-focused economy, customer loyalty has become increasingly tenuous. Continue Reading »
By Mila D'Antonio
Posted on Aug 30, 2010 in Customer Loyalty
Case Studies
Many organizations ask customers for their feedback. CDW is one of the few that actually takes action on what it learns. Doing so has bolstered customer loyalty, increased satisfaction, and added hundreds of millions in revenue in 2009 alone. Continue Reading »
By Kaitlin O'Brien
Posted on Aug 16, 2010 in Voice of the Custome
Best Practices
As companies increasingly look to integrate customer data and create centralized systems, they realize technology alone is not the answer. A combined effort to align, people, processes, and technology is required. In fact, one of the biggest barriers to breaking down silos of internal information is company culture. Wolters Kluwer and Belgacom share how they overcame cultural challenges when integrating data across the enterprise. Continue Reading »
By Mila D'Antonio
Posted on Aug 02, 2010 in Data Analytics
Hot Topics
With customer loyalty on the wane today, many organizations are leveraging concierge-type service to retain high-value customers and create greater profitability. Continue Reading »
By Mila D'Antonio
Posted on Aug 02, 2010 in Customer Service
Many consumers are getting tired of constantly being asked to provide feedback, ratings, or other comments. Consumer survey fatigue is growing. So how can marketers gather rich customer insight without annoying their customers? Industry insiders provide their advice.
Continue Reading »
By Elizabeth Glagowski
Posted on Aug 09, 2010 in Customer Service
It’s critical for companies to share data among departments to get a holistic view of the customer and operations. But before taking that step, there must be a consensus among the departments involved about definitions, metrics, and in many cases, budget allocation. Continue Reading »
By Elizabeth Glagowski
Posted on Aug 16, 2010 in Data Analytics
Customers have unprecedented ability to research products before committing to buy, and the barriers between supplier and end-user are lower than ever before. Yet channel partners are still enormously important to many companies’ sales efforts. With the right tools and up-to-date knowledge, an informed channel partner can close more—and higher value—deals by becoming a trustworthy consultant. Continue Reading »
By Jason Compton
Posted on Aug 23, 2010 in Customer Service
Expert Insight
Multichannel banking is no longer an expected service only among consumers. Business customers now expect it, too. Swedbank created a strategy to leverage alternative delivery channels for its small business customers. Continue Reading »
By Aysegul Bahcivanoglu
Posted on Aug 23, 2010 in Marketing
The NFL saw its third largest stadium open last year when the Dallas Cowboys debuted Cowboys Stadium—a $1.3 billion, 80,000 seat facility. With a state-of-the-art stadium, fans will expect service to match. Continue Reading »
By Mila D'Antonio
Posted on Aug 09, 2010 in Customer Experience