Gold in Them Hills: Computing ROI for Support Communities

  • November 18 2009
  • Resource: Research And Reports
  • FT Works and Lithium Technologies

This paper was created in collaboration with FT Works, a leading consulting firm that provides strategy, operations, and metrics development & tracking services to support organizations. FT Works’ extensive client list includes Google...Read More

Brand Authenticity: A New Way Forward in Customer Experience Management

  • November 11 2009
  • Resource: Research And Reports
  • David Robbins, Kerry Colligan, and Jeff Hall, Second to None

Brands are under attack by consumers. “The problem is not the medium. The problem is the message, and the fact that it is not trusted, not wanted, and not needed,” says Eric Clemons of the Wharton School (Clemons, 2009). Personal...Read More

The Top 10 Voice of the Customer (VOC) Best Practices

  • November 04 2009
  • Resource: Research And Reports
  • Kyle LaMalfa and Bob Caruso

During 2008 and 2009, consumer confidence in corporations and their leaders steadily declined. Billion-dollar banks have failed, insurance and mortgage giants have declared bankruptcy, big box retailers have collapsed and once “too-big-to...Read More

The Vanishing Checkout Lane: Will Today's Point of Sale Satisfy Tomorrow's Retail Customers?

  • November 03 2009
  • Resource: Research And Reports
  • Barry McCarthy First Data

The retail point of sale is fundamentally changing. It is moving from traditional checkout lines to wherever the customer may be: shopping on the Internet, walking a store’s aisles, traveling or lounging on the beach. Are you prepared for...Read More

2009 Mobile Response Survey Research Brief

  • November 03 2009
  • Resource: Research And Reports
  • HipCricket

Research Brief2009 Mobile Response SurveyThe 2009 Mobile Response Survey is a national survey designed to provide insight into consumer attitudes towards mobile marketing and their mobile behavior. The survey was conducted in September 2009 via...Read More

Why B2B Payments Need a ‘BizPal'

  • October 28 2009
  • Resource: Research And Reports
  • First Data

Businesses and government departments worldwide are trying to streamline their payment processes, giving them more control, flexibility and speed. A solution modeled on consumer payments provider PayPal, but tailored to the needs of business...Read More

Building a Multi-Channel Contact Center in the Era of Social Networking

  • October 21 2009
  • Resource: Research And Reports
  • DMG Consulting LLC and In Vision Software

The explosive growth of social networking is forcing enterprises to change how they interact with their customers, prospects, partners and investors. The telephone remains the primary communication tool between businesses and their customers...Read More

Numbers Don't Lie

  • October 12 2009
  • Resource: Research And Reports
  • Pam Hoffmaster

Gift cards have essentially become synonymous with last-minute business gifts, and not just because they are a simple solution to the sometimes-troublesome task of selecting the right business gift. The main reason they have become so popular is...Read More

The Nine Habits of Leading Customer Feedback Managers

  • September 30 2009
  • Resource: Research And Reports
  • Kyle LaMalfa, Best Practices Director & Loyalty Expert - Allegiance

Gathering customer feedback is the only way for a company to truly know and understand its customers’ needs, wants, concerns, and issues, as well as create more and lasting value for them. However, while most companies receive customer...Read More

What Are You Grateful For? The Link Between Engagement, Gratitude and Profitability.

  • September 30 2009
  • Resource: Research And Reports
  • Jennifer Rosenzweig, Global Employee Practice Leader - Carlson Marketing

As a leader in designing and executing programs that engage and motivate employees, Carlson Marketing constantly seeks innovative ways to add power to their solutions. In a new study, Carlson Marketing explored the impact expressions of...Read More

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