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Latest Articles
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Mobile Access: Just Another Feature Request or a Killer Opportunity? | Your customers are telling you when to communicate with them — why not listen?
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Powerful Customer Insights Beyond NPS | Gathering the metrics that drive more confident business decisions
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5 Keys for End-to-End Voice of Customer Feedback Success | Motivating both your customers and your team members simultaneously
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3 Reasons to Use Your Newest Products (or Services) as Rewards | Getting your best customers experiencing your newest offerings first just makes business sense
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3 Benefits of Driving CX With Internal Gamification | Creating a competitive, cost effective and fair environment to align team members around the goal of customer experience
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The Problem with Playing Follow-the-Leader | What seems like a shortcut to success in customer facing programs can sow internal resentment and a higher program failure rate
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2 Reasons to Target Your Loyalty Programs | Rewarding only valuable customers and ensuring rewards have an impact are both key reasons
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Exceptional CX Creates Brand Engagement | How an engaged Aesop store manager delivered a brand boosting customer experience
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Lessons in Managing a Rewards Program | How Giant Eagle trapped themselves with a short term perspective on their loyalty programs
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Go Big or Stay Home on Social Media Support | Minimum standards on social media demand a wider set of business goals for many companies
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A Single Metric for Loyalty Program ROI? | The power of measuring % of profit from loyalty program members
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Rewards Program or Loyalty Program? | Why the distinction is critical to the long term strength of your business
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The 'Job Posting Test' for Social CX | Easy to tell apart gap-filling vs true commitment to social strategy
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Big Data Brings Big Shifts | Companies big and small are forced to leverage data to better understand, engage and sell to customers
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The Expressive Customer on Social Media | Looking for direction in your social efforts? Your customers will give you the answers on social media.
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Brand and CX : Inseparably Related | JW Marriott example says CX deserves senior management attention
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3 Key Areas to Create a Wider Impact From Loyalty Programs | 3 key business areas that you're probably not applying your rewards programs to .... but should
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The Psychology of Survey Response Rates | One vendor helps companies to switch their mindset from passive to active management
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The Equity Value of Loyalty | How do companies ultimately measure the success of their customer retention efforts?
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Microsoft and the Smart Phone | We argue that the biggest software company has no place in this hot market
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Mobile Boosts VOC Actionability | Accessing customers in more key situations and allowing more forms of feedback both key
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The Social Cliff Is Coming For Businesses | Amex study points to the 'Social Customer' being demanding, decisive and influential
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VoC to Drive Employee Performance | Exploring the wider benefits of customer listening programs that elevate them into the category of 'business best practice'
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The Generational Transition of Mobile | Gen X & Y make Including mobile in your VOC efforts is no longer an option but a key core platform
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Multi Level Innovation in Rewards | 9 real examples of companies pursuing focused innovation in rewards
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Why Social Media is Here To Stay | Social media levels the playing field in Company-to-Buyer relationship
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GameStop Role Model for Loyalty Commitment | Their success shows the lost ROI potential of others' half baked approach to loyalty programs
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Aligning Your Entire Company Around CX | WeBank shows how revolving around customer is a good driver of business strength
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Measuring the Customer State of Mind | Protecting the actionability of your customer data by understanding them better
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The GroupOn Effect on Future Loyalty? | A look at how daily deals affect the foundation of your future customer relationships
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Learning CX From Thin Crust Pizza | The importance of understanding the actual experience of the customer with AND without your product
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Survey Actionability = Timing + Quality | Actionability is as much about when data comes as the quality of the data
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The Roots of Actionability: Solid Data | Silencing naysayers that unwind your efforts at acting on VOC
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Loyalty Programs and the Virtuous Circle | Feeding the rich data from loyalty programs into your continuous improvement programs
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The Power of Gamification in Loyalty | AIR MILES example has rapid engagement AND program cost control simultaneously in new programs
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An Emphasis on Sustaining Customer Loyalty | Why a shift in company DNA is needed for many organizations to achieve long term increases in customer loyalty
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Higher Expectations From Loyalty Programs | Develop your loyalty programs to become part of your value story and branding efforts
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The Right Loyalty Program Targeting | How Every Program is Best Suited to Specific Customer Segments Starting from the fact that each program is best suited to only some of your customer segments
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Loyalty Focus Missing From Branding? | Keeping the customer loyalty goal front of mind while building your brand
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Delivery Is Key to Rewards Program ROI | Not Happy With Loyalty Program Impact? Take A Look At The Fulfillment Side Not happy with the impact of your loyalty program? Take a look at the fulfillment side too
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VOC to Weed Out No-Win Customers | How Your Worst Customers Will Identify Themselves If You Let Them How the customers that do the least for your business will identify themselves (if you let them)
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Segmenting Key To Rewards Impact | Understanding how rewards fit with different customers segments enhances loyalty strategy
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Budgeting For Loyalty is Tricky | How to find the common thread that makes budgeting more strategic
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The Unlimited Service Plan Trap | Sometimes they are simply bad for business because they leave you nowhere to go
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Is Reactive Customer Retention OK? | Recent study indicates that 65% of service providers start retention efforts when customer is leaving
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VOC = Retention Advantage | Get an early warning when a customer is looking to a competitor
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Two Sides of Loyalty ROI Equation | How innovation and strategy can drive down costs and increase program impact
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Evolving Customer Demands New CX | How technology, commerce and social media are forcing old-school companies to change
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Where Are Your Loudest Customer Voices? | Both promoters and detractors are most active on Social Media, making NPS a top priority for measurement
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What's Driving Your Reward Program Changes? | Rating the strength of a loyalty program by what triggers changes to it
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Auto Industry Study Falls Short | Wrong perspective in study shows why auto industry is struggling for loyalty from generations X & Y
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CX (Not Product) Keeps Apple's Prices High | It's clear that customer experience plays a surprising strong role in iPhone maker's ability to price above the competition
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Is Your Feedback Really 'Real Time'? | If timely data is important, then end- to-end speed beyond gathering is a must
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Focusing on THE Customer | Extending VOC program impact by using findings to create powerful business focus
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The Key To Innovating Aggressively | Using Voice of Customer programs to keep team morale high during challenging phases
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Learn from the Airline Industry? | Lessons in Programs Focus from a Tough Commodity Business
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Neiman Marcus 'Returns' to Customer Centricity | Designing products and customer experience (including its refund policy) together to create unbreakable customer loyalty
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Is Feedback A Middle Management Thing? | Article explores a strong example at the C-Level of Seattle's Best Coffee
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The Argument For NPS in New Businesses | Building your company DNA from Day 1 using the Voice of the Customer
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The Argument Against NPS in New Businesses | Does this approach create more questions when small businesses need answers?
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Are Surveys Really About Competitiveness? | Some argue that measuring only CSat sets the bar too low for businesses
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Aligning to Your Customers' Standards | Measuring to internal standards tells you nothing about future sales potential
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Surveys Support Long Term Contracts | Understanding why customers agree to long term contracts
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Real Time Feedback Systems | It's Like Solar Power For Response Rates
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Benchmarking Simplicity with NPS | One factor in choosing your CSat scoring system
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Customer Satisfaction Surveys as an Investment | Gaining ROI by making your other investments smarter
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The Mystery Shopper Tradeoff | Real versus Professional Feedback
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Better Decisions Via Customer Feedback | How customer satisfaction surveys are helping companies to avoid bad decisions
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The CSat Trap in Some Industries | Are we all being too hard on the big airlines?