Tag Archives: Customer Satisfaction

Who Cares About Brand Loyalty?

January 17, 2012 – 8:30 am

ForeSee, one of the powerhouses in customer satisfaction surveys, came out with their 2011 e-retailer holiday assessment not too long ago. There were some big increases (Amazon.com, Avon, QVC, Apple, JC Penney), some significant declines (Netflix, Gap, Overstock), and a lot of good information about how the marketplace did this season in the eyes of […]

By Teresa Sinel | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Loyalty Programs, Customer Relationship Management, Customer Retention | Also tagged , , , , , , , , , | Comments (1)

Behind the Customer Experience

April 14, 2011 – 8:10 am

Recently I read an article, “Customer Experience Drives Satisfaction and Loyalty” by Jeffery Henning, Founder and VP of Strategy which explains the distinct differences and correlations between customer experience, customer satisfaction and customer loyalty. In this article he also references the Forrester CxPi model which calculates its customer-experience index using the net score for three […]

By Erika Blanchard | Posted in Customer Experience, Customer Relationship Management, Customer Retention | Also tagged , , , , , | Comments (0)

The Cost of Customer Loyalty Depends Upon Employee Engagement

March 17, 2011 – 12:31 pm

I recently read an article by Eva Jenkins who pointed out some very interesting statistics on customer loyalty and employee engagement. According to a recent survey by Aberdeen Research, 80% of company executives and business owners surveyed believed that their company was providing a ‘superior experience’ to their customers. When customers of those firms were surveyed […]

By Erika Blanchard | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Relationship Management, Customer Retention | Also tagged , , , , , , , , | Comments (1)

Banking on Stellar Customer Service

March 15, 2011 – 8:56 am

I recently had to pay a visit to the local branch of the bank that holds my mortgage and before I left was told that if I was eligible for free premium checking (with free checks no less), free savings, and a free safe deposit box.  While a nice offer—it wasn’t enough to even tempt […]

By Linda Dickerhoof Sperling | Posted in Brand Experience Management, Customer Experience | Also tagged , , , , , , , , | Comments (0)

J.D. Power and Associates releases ‘Achieving Excellence in Customer Satisfaction’ Report and Names 40 Customer Service Champions for 2011

March 3, 2011 – 9:15 am

If you follow this blog regularly or follow us on Twitter, you know that we talk a lot about customer service – and how important it is for companies to deliver excellent customer service. J.D. Power and Associates recently released a report ‘Achieving Excellence in Customer Satisfaction’ which contains a unique cross-industry analysis based on […]

By Erika Blanchard | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Relationship Management, Customer Retention, Customer Spotlight, Retail, Voice of the Customer | Also tagged , , , , , , , , , , , , , , , , | Comments (0)
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