customer value:

Content Related to customer value



• 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 Around Canada Post: An Interview with Janet LeBlanc Janet LeBlanc is the Director of Customer Value Management for the Canada Post Corporation. She is responsible for turning around Canada Post’s customer service offering. LeBlanc shares her tools and tactics for accomplishing this. Who inspired you to work in customer value management? Dr. Bradley Gale has been an inspirational leader for me in the area of customer value ma....Read more

  Contributor:  Janet LeBlanc Tags: customer value management | customer service | call center 08/10/2009  12:00:00 AM EDT

• 	Interview with Janet LeBlanc, Director of Customer Value at Canada Post Janet LeBlanc, Director of Customer Value Management for Canada Post, is passionate about stellar customer service and the customer experience. LeBlanc recognizes the challenges of a public sector company complete with a unionized workforce and how the customer experience has not always been a company-wide
  Contributor:   Blake Landau Tags: problem resolution | Janet LeBlanc | customer experience 08/12/2009  12:00:00 AM EDT

• Six Rules to Maintain Profitability During a Recession Let The Value Equation Guide You Through The Recession We are probably entering into a prolonged recession. Some even talk of a new depression. Many companies have responded with knee-jerk cutbacks. But smart companies are using the "value equation" to guide their actions. The value equation looks at which customers are critical for the company, how they create profitable value for co....Read more

  Contributor:  Graham Hill Tags: value creation | customer value | customer satisfaction 05/18/2009  12:00:00 AM EDT

• 	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

• 	Is CRM Dead? Should It Be? What better place to generate discussions about whether there continues to be a need for the call center to exist than on a site dedicated to the continued existence of the call center? This in no way disparages the call center managers or the call center representatives—the call center employees are
  Tags: CRM | marketing | CEM

• Reaching Your Customer Management Goal Line One of my favorite quotes is from coaching great Vince Lombardi: “Let’s start at the beginning—this is a football.” If we start by asking what the role is of analytics in improving customer management, I would suggest that we start at the beginning—and think about the role of analytics in for-profit businesses. Sticking with our football analogy for a moment, the goal i....Read more

  Contributor:  Steve Farr Tags: customer value | customer profit | analytics 03/16/2009  12:00:00 AM 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

• The Key to Making Your Voice of the Customer Actionable: Choosing the Right Metric The key to profitably increasing revenue and market share lies in creating and delivering superior competitive value—and this is especially true in a lean economic environment. Ask all your customers—business or consumer—about any recent purchase, and they will likely tell you that they were seeking the best possible quality at the most competitive price. This is the very definition of val....Read more

  Contributor:  Reg Goeke Tags: customer | customers | quality 06/17/2009  5:28:00 PM EDT

• The Brand Bubble: The Looming Crisis in Brand Value and How to Avoid It
  

  Companies today face a dilemma in marketing. The tried-and-true formulas to create sales and market share behind brands are becoming irrelevant and losing traction with consumers. In this book, John Gerzema and Edward LeBar offer credible evidence—drawn from a detailed analysis of a decade's worth of brand and financial data using Y&R's Brand Asset Valuator (BAV), the largest database of brands in....Read more
  

  
  Contributor:  Book Review
  Tags: marketing | John Gerzema | branding
  06/24/2009  11:17:00 AM EDT

• The Key to Making Your Voice of the Customer Actionable: Part 2 I’ve already talked about the importance of choosing the right metric in order to make your voice of the customer actionable in the call center. It should also be obvious that your voice of the customer can only become strategically useful if you take a proactive approach to collecting the data in the call center environment. You need to focus your data collection on those market segments....Read more

  Contributor:  Reg Goeke Tags: voice of the customer | customer | call center 08/26/2009  2:59:00 PM EDT

• Transform Your Call Center into a Value Performance Monitoring System I’ve observed the workings of call centers in a variety of industries, and I have always been chagrined at their reactive nature and the lack of focus associated with call center activities. It seems to me that the call center could become an extremely effective listening post if a) the call center were to be just a bit more proactive and b) if the call center were more focused on the customer....Read more

  Contributor:  Reg Goeke Tags: call center | customer value | call center representative 01/04/2010  12:00:00 AM EST

• The World Watches As the Toyota Production System Falls On Its Face: A Cautionary Tale For the Call Center The fall from grace by Toyota marks the end of the Toyota Production System that so many manufacturing and service organizations have tried to copy . . . or does it?  A quick review of the Toyota Production System shows that their losses occurred while a focus on growth and financial performance took over the Toyota mindset. The predictable outcome of a focus on financial performan....Read more

  Contributor:  Tripp Babbitt Tags: manufacturing | customer service | Edward Deming 03/18/2010  8:49:00 AM EDT

• Who’s Your Gladys? How to Turn Even Your Most Profitable Whos Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan
  

  Every-customer-oriented business has their own Gladys—someone who demands more than most companies are able or willing to give, one who pushes front-line service representatives’ buttons, one who requires a higher degree of skill to manage. One who—let’s just say it—can be difficult. Yet how is it that some businesses prove able to not only satisfy their “Gladys,” b....Read more
  

  
  Contributor:  Book Review
  Tags: customer | Marilyn Suttle | customers
  07/08/2009  12:18:00 PM EDT

• 	Know Your Customers: Three Steps to Increasing Customer Engagement In today's brutal economy, creating messages that resonate with customers is the only way to differentiate products and services. A little-known secret is the importance of “tribe,” or sense of belonging, to buyers. In fact, “tribe” is more important than price in customer
  Tags: marketing | economic crisis | marketing communications

• 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

• 	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

• 	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

• 	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

• 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

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