customer focus:

Content Related to customer focus



• 	The Nordstrom Way to Customer Service Excellence Nordstrom is arguably the benchmark in customer service excellence. During today's economic crisis, remaining a customer-focused organization is more crucial than ever. Robert Spector, author of the book The Nordstrom Way, is the only journalist ever given up close access to the inner workings of
  Tags: customer service | customer engagement | customer management

• 	A New Age in Customer Loyalty In today's uncertain business climate, it is more important than ever to secure the Loyalty of your customers. Loyalty is the trust, the understanding and the emotional bond you have with your customers, and they with you. Nurturing this emotional bond is the heart of loyalty advantage. Hear some
  Contributor:   Blake Landau Tags: building customer loyalty | customer loyalty | customer loyalty research 08/25/2010  12:00:00 AM EDT

• 	Sorry I Have No Budget Today you hear all too often that your clients have no budget. In this presentation Steve Chriest delivers a case study on how to effectively practice upturn thinking in a downturn economy by tackling challenging customer conversations. Chriest, the Principal of the San Francisco-based consulting firm
  Tags: Steve Chriest | Selling-Up | customer creation

• 	Thank God It's Monday! How To Create a Workplace That You and Your Customers Love Roxanne Emmerich is stirring things up in the customer service world. Her new book Thank God It’s Monday! Creating a Workplace Your Employees and Your Customers Love makes the business case for making your company employee-focused, and in doing so customer-focused. Emmerich addresses a broad range of
  Contributor:   Blake Landau Tags: customer | management | culture 12/22/2009  12:00:00 AM EST

• Customer Psycho-Economics In An Economic Crisis Stress, confusion, uncertainty and even fear—these emotions are surging in the customer because of the economic crisis. Customers feel they have less control over their financial well-being. To cope, they turn to one of two mutually exclusive psycho-economic mindsets. One is a hoarding, “ride out the storm” mentality characterized by reduced spending and a heightened focus on price. The....Read more

  Contributor:  John Todor Tags: apple stores | customer loyalty | experiential value 05/25/2009  12:00:00 AM EDT

• Turning VOC into a Strategic Weapon in an Economic Crisis Welcome to the Voice of the Customer (VOC) column, where I will be discussing new ways to collect, analyze and deploy the Voice of the Customer (VOC) for improved profitability and market share gains. The focus of this Voice of the Customer column will be on making your Voice of the Customer more actionable for smarter cost reductions and targeted revenue growth. I’ll be talking about the impo....Read more

  Contributor:  Reg Goeke Tags: customer value matrix | customers | voc 03/23/2009  5:40:00 PM EDT

• Turning Data into Profit: Using the Customer Experience to Drive Improvement and Growth at Oracle It is well documented that optimizing customer loyalty has a direct and positive impact on a company’s financial performance and strategy. Increasing customer loyalty through improved customer experiences can be driven by the insight gained from a comprehensive customer feedback program. As companies have better visibility into the attitudes, expectations and preferences of their customers, they ca....Read more

  Contributor:  Jeremy Whyte Tags: ROI | root cause analysis | customer loyalty 02/17/2009  12:00:00 AM EST

• Thank God It's Monday! How to Create a Workplace You and Your Customers Love
  

  In today’s tough economic climate businesses need to maintain their edge, and to find it they need to look within. “It’s a simple equation” says Roxanne Emmerich, president and CEO of Emmerich Group, Inc., a “workplace transformation” company.“Companies that vanquish energy vampires and have fun develop a give-more spirit that results in higher customer satisfaction....Read more
  

  
  Contributor:  Book Review
  Tags: customer engagement | customer focus | profitability
  06/10/2009  7:46:00 PM EDT

• 	Turning Data Into Profit At Choice Hotels Choice Hotels International, Inc. was tasked with the business challenge of turning customer data into profit. This was no small task considering the size of the company. Choice has franchises with more than 6,000 hotels, representing more than 485,000 rooms, in the United States and more than 35 other
  Tags: customer experience | customer data | customer experience management

• 	Blend VoC, CRM Data to Raise Profit, Customer Satisfaction Both intuition and research have long linked increased customer satisfaction with increased profit. Finding the reasons and insight behind this link has proved difficult, however. In a recent whitepaper, software company Allegiance and CRM consultant Peppers & Rogers Group discussed the concept of
  Contributor:   Cory Bennett Tags: Customer Relationship Management | Customer Information | Customer Relations 05/20/2011  12:00:00 AM EDT

• Call Center Technology—Is It a Help or a Hindrance In Your Company? Customers and companies alike are relying on call centers to manage large portions of their business functions. Companies are using their call centers to serve as a resource for customers to answer questions, schedule repairs, take orders, process purchases and for possible upselling. Customers rely on call centers to answer questions that are not clearly explained online, to purchase, to get more inform....Read more

  Contributor:  Kristina Evey Tags: call center | call center technology | contact center 09/29/2009  12:00:00 AM EDT

• Defining Trust in Customer Strategy—Call Centers and Beyond Vampire Bats and Customer StrategyA few years ago, I had the opportunity to attend a practitioner-only focus group led by one-to-one marketing and customer strategy guru Don Peppers. We talked about the latest trends in customer strategies, and during the discussion, Don asked an intriguing question: “Does anyone know how vampire bats and human beings are similar?” You can imagine the bewildered....Read more

  Contributor:  Art Hall Tags: value to the customer | call time | customer trust 07/29/2009  5:12:00 PM EDT

• Redesigning Back and Front Office Processes to Improve Customer Satisfaction Most companies attempting to build stronger bonds of customers loyalty make a common mistake. They focus the vast majority of their efforts to improve customer experience on points of customer contact–thereby failing to address back office issues that undercut the positive efforts of customer-facing staff. The result? The obvious: What’s gained by one hand is taken away by the other.Why is negle....Read more

  Contributor:  Dick Lee Tags: marketing | customer | CRM 03/02/2009  5:16:00 PM EST

• Concepts in Modern Call Center Management: A Discussion with Hunter Business COO Nedra Sadorf Nedra Sadorf, COO of Hunter Business, is an expert in driving business results through processed based solutions in the call center environment. In this interview Sadorf talks about acting on the Voice of the Customer within the call center and the importance of understanding, measuring and implementing meaningful action around prioritized customer needs. Sadorf shares the latest tools and methodologies ....Read more

  Contributor:  Nedra Sadorf Tags: customer | customers | voc 05/13/2009  12:00:00 AM EDT

• Chief Customer Officer: Getting Past Lip Service to Passionate Action
  

  By Jeanne BlissDiscover What Effect The Organization Is Having on Customers, and Then Do Something about It!You need to understand what drives the organization, how you work together and how readily you can come together to solve the tough customer issue. You need to know if your metrics and accountability line up to mean anything significant about managing customer relationships. The answer to your situati....Read more
  

  
  Contributor:  Book Review
  Tags: customer satisfaction | customer | customer centric
  04/01/2009  7:27:00 PM EDT

• 	Explosive Call Center Innovation Your budget for innovation has been cut! Your customer’s are still demanding more! This economy requires us to quickly re-invent our paradigms on innovation. We need explosive acceleration in moving ideas to action. Agility, speed, creativity and results…right now. Your next service
  Tags: call center | innovation | Marriott

• 	Earn Your Customer's Rave: The Five Decisions of Beloved and Prosperous Companies Beloved companies create an indelible bond with customers. They become a part of their lives. Devoted customers grow business, telling everyone they know on Twitter, Facebook, chat rooms and hundreds of Web sites every day that these companies are worthy of their business. What is behind achieving
  Tags: customer service | customer | call center

• 	Interview with Customer Service Extraordinaire Kristina Evey Kristina Evey wants you to wake up to your customer’s call. In the current economy we can no longer afford to be sloppy with our customers. Evey feels providing customer experience is a lost art. She sees part of the problem as the lack of top-down focus on the customer. We are still at square one.
  Contributor:   Blake Landau Tags: customer service | customer service excellence | customer experience 01/11/2010  12:00:00 AM EST

• International Contact Center Expo & Conference Brings Industry Leaders Together 400+ Industry Leaders to Convene in Miami to Map Out Contact Center Strategies for 2011 Attendees for October Expo and Conference Come From Around the World October 4, 2010 – (New York, NY) The International Contact Center Expo and Conference being held October 25-27, 2010 at the Doral Golf Resort & Spa in Miami, is drawing attendance from around the world, including many Fort....Read more

  Contributor:  Customer Management IQ Tags: customer experience | customer service | Miami 10/12/2010  12:00:00 AM EDT

• Customer Service Design Flaws Call me­ a whiner and I will wear that badge publicly any chance I get. I travel a lot; 70,000 airline miles and 70-plus nights in hotels over four months. This has presented me with the opportunity to have seen the best and worse of airlines, hotels, rental cars, restaurants and wireless service. I don’t let poor service slide by as my professional purpose is to improve service. Before I g....Read more

  Contributor:   Tags: Customer Experience | Customer Service | International Customer Service 04/29/2011  12:00:00 AM EDT

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