28 results
  • Why Do I Still Get So Much Junk Mail In The Era Of Big Data?
    It's amazing how much junk mail we continue to receive, considering the cost and waste associated with each mailing that gets tossed into the recycle bin daily. In many cases, ...
  • Take A Good Look At How You Measure Loyalty - Are You Missing The Point?
    For years, companies have been seeking to find and use a simple way to quantify customer loyalty. One example is Net Promoter Score (NPS), which identifies three customer categories: promoters, ...
  • Is Your Marketing Campaign Wasting Money?
    Several years ago, I bought my wife a new smartphone for her birthday. While her original reaction implied disappointment and disinterest, it didn't take long for this feature-rich phone to ...
  • Risky Business: How Analytics Can Help Manage And Reduce Consumer Risk
    Over the last few years, more and more organizations have come to realize that interactions with customers-through the contact center, via social media and in retail stores-are becoming a significant ...
  • Words That Sell
    The words you say, as well as the ones you don't say, can make a big impact on your sales results. ...
  • Take Ownership Of The Customer Experience In 2013
    I recently planned a special weekend getaway for my family. I had booked the hotel months in advance, in addition to securing reservations for quite a few other activities, special ...
  • Leveraging Social Media For Valuable Voice Of The Customer Input
    With Facebook, LinkedIn, Twitter and other social media outlets reaching a record number of users, industry analysts and researchers are looking into the ways these media platforms are influencing the ...
  • A Conversation On The Role Of Big Data In Marketing And Customer Service
    Big data is here! And, marketers are one of the professional groups that stand to gain the most from these new-found capabilities to analyze data that, until recently, would have ...
  • Kick Off A Successful Voice Of The Customer Program In 2012 - Start By Listening To Your Own Voice!
    Many agree that listening to the voice of the customer is becoming more critical, but sometimes it's not clear where to begin when launching a broader corporate initiative. Organizations that ...
  • The Boomerang Effect Of Loyalty Programs
    Loyalty programs have become a standard tool for attracting and maintaining repeat customers. Just about every industry and vertical market offers one -- retailers, financial institutions, airlines, hotels and more. ...
  • The Writing On The Wall: Transform Your Business Before It's Too Late
    A few weeks ago, I walked into a Borders store. What I experienced were the final days of a once-magnificent chain. Two stories, filled with beautifully organized books and music, ...
  • Power Up Your VoC Program: Provide Feedback On Customer Feedback
    This is likely to provide incentive for customers to continue suggesting input in the future, knowing that someone is listening to their comments. ...
  • How Would Your Customers SWOT You?
    If you work in or with the marketing team, the term SWOT analysis is the bread and butter behind many campaigns, programs and more. Identifying strengths, weaknesses, opportunities and threats ...
  • Uncover A Hidden Source Of Creativity For Your Business
    As marketing professionals, great ideas are probably our most important asset. Great marketers need to generate and communicate visionary ideas long before a new product or service is finalized and ...
  • Go 'Full Spectrum' With Your Organizational Decisions
    Companies must begin to leverage the full spectrum of rich data sources that surround them both internally and externally, structured and unstructured. Only then will we be enabled to make ...
  • Lessons from the Road: How Today's Top Brands Listen To Their Customers
    As we settle into the New Year and comfortably get one month under our belts, you know what that means -- conference season is upon us. I spend a lot ...
  • Making Your Customer Experience 'Mark' in 2011
    The recipe in creating a power-packed initiative in 2011 includes 1) getting frontline service representatives passionate about what they do and letting them know they really do make a difference ...
  • Applying 2010 Lessons To Influence The Customer Experience Of 2011
    Like Paul, industry analysts are predicting the pull that analytics technology will have in mining both structured and unstructured data -- moving it to the top of the shopping list ...
  • Replacing Customer Hierarchies With Customer Choices
    Since it's unlikely airlines will be replacing or reconfiguring passenger seats in the near future, maybe offering "free drinks" or some extra bonus miles for those in the last row ...
  • Outsourcing Customer Relationships In A Customer-Centric World
    This is the face of the new outsourcer -- driven to establish loyal, long-term strategic relationships with end customers on behalf of their clients. Customer service is quickly becoming a ...
  • Not Another Annoying Customer Survey!
    Explore seven pitfalls to avoid, along with tips and best practices that can help ensure customer feedback survey success. ...
  • The Power And Vulnerability Of The Modern Brand
    Today's forward-thinking organizations are putting measures in place to listen to customers more proactively, analyze data for early warning signs, and trigger alerts that will ultimately identify or prevent the ...
  • The New ROI: Return On Interaction
    Many organizations tend to deflect customers to other channels with the intent to reduce costs, and this is where they may go wrong. For some interactions they should actually implement ...
  • Challenging The Synergy Between Marketing And Customer Service
    Marketers must partner with their fellow departments to learn what customers really want from your organization. With this type of communication, information sharing and collaboration, you can be better equipped ...
  • Self Service: A Blessing Or A Curse?
    Linking marketing programs to contact center intelligence and self-service usage may hold the key to building a brand and making it profitable at the same time. Seems like a great ...
  • CRM Meets The (New) Voice Of The Customer
    Now's the perfect time to take a look at your organization and the potential VOC available to you. Such technologies as speech analytics and text analytics that mine unstructured VOC ...
  • Riding The Next Customer Tsunami
    Multiply the power of analytics through marketing, social media and customer service. ...
  • Mining The Largest 'Focus Group' Ever
    Today's marketers gain new insights from customer intelligence right inside their businesses. ...