629 Posts Found

New research revealing a disparity between what shoppers say and what they do debunks the myth of the ethical consumer.

Content: Article | Authors: Giana Eckhardt, Pat Auger, Timothy Devinney | Source: strategy+business | Subjects: Customer Related, Marketing / Sales

It is becoming ever more crucial for companies not only to keep customers happy but to keep the right customers happy. But how can they measure the value of customers through the whole customer life-cycle? In this article the authors explain the methodology developed by Arthur D. Little that helps companies to measure satisfaction levels and translate the results into actions with sustainable results.

Content: Article | Authors: Javier Anta, Pablo Montesano | Source: Prism (Arthur D. Little) | Subject: Customer Related

In this paper we focus on the growing trend toward outsourcing customer contact, and argue that particular care is required to ensure that the customer relationship is not, in effect, itself outsourced. Outsourced customer contact centers (CCCs), like their internal counterparts, are a key channel for interaction with customers, acting as important transactional, service and point of sales channels. However the danger and unintended consequence, … [ Read more ]

Content: Article | Authors: Ajay Bhalla, Doug Stace | Source: Cass Business School | Subject: Customer Related

Paul Adams worked in the UX team at Google and was the user research lead for social. He spend a lot of his time doing research with people on how they use social media, sitting down with people, and having them map out their social network, and looking at how they use tools like email, Facebook, Twitter, their phone, and so on. One of the … [ Read more ]

Content: Multimedia Content | Author: Paul Adams | Source: SlideShare | Subjects: Customer Related, Marketing / Sales, Organizational Behavior, People

There’s an important difference between a client and an advocate. Advocates do more than simply buy from you. Advocates are engaged customers who demonstrate their vendor allegiance through such activities as spreading positive word of mouth, recruiting new prospects and helping their vendors improve. How can a firm nurture trust to help sustain these important advocate behaviors?

Content: Article | Author: Jill Griffin | Subjects: Customer Related, Marketing / Sales

Top-down Net Promoter Score (NPS) provides a clear understanding of a company’s competitive position in key markets with an emphasis on its target customers. It gives the leadership team a roadmap to improve that position and focus the organization on the customer.

Content: Article | Source: Bain & Company | Subject: Customer Related

When consumers are overwhelmed with options, marketers should give them what they really want: ways of shopping that lower the cognitive stress.

Content: Article | Authors: Kanika Agrawal, Sheena Iyengar | Source: strategy+business | Subjects: Customer Related, Marketing / Sales

New consumer research shows that when people are told in advance that they will be asked to respond to a survey, they look for problems more actively. The researchers found that people who expect to evaluate are decidedly more negative. They also discovered that merely asking people to state their expectations before they receive a service made people more negative—even though their predispositions may have … [ Read more ]

Content: Article | Authors: Chezy Ofir, Itamar Simonson | Source: Stanford University | Subject: Customer Related

CRM is a management approach that seeks to create, develop and enhance relationships with carefully targeted customers. CRM should be viewed as a strategic set of activities that commences with a detailed review of an organisation`s strategy and concludes with an improvement in shareholder value. The notion that competitive advantage stems from the creation of value for the customer and for the company is key … [ Read more ]

Content: Article | Author: Adrian Payne | Source: think Cranfield | Subject: Customer Related

How do we keep customers satisfied and loyal for the long haul?

Content: Article | Author: Andrea Ayers | Source: Chief Executive | Subject: Customer Related

How a new view of consumers changed the way we think about products, companies, and economies.

Content: Article | Author: Theodore Kinni | Source: strategy+business | Subject: Customer Related

How do you maximize the experience that customers have in the value zone where they meet your company’s work? We think the answer is for management to see itself as an enabler, and for employees to see themselves as “doers” with a great deal of accountability and autonomy: the ability to choose much of what they do. In this way, we create organizations in which … [ Read more ]

Content: Quotation | Author: Vineet Nayar | Source: strategy+business | Subjects: Customer Related, Management, Organizational Behavior

Psychological studies have consistently shown that it’s very difficult to compare and contrast the attributes of more than about seven different things. When faced with the cognitive demands of choosing, people often become overwhelmed and frustrated. As a result, they may forgo the choice altogether, reach for the most familiar option, or make a decision that ultimately leaves them far less satisfied than they had … [ Read more ]

Content: Quotation | Authors: Kanika Agrawal, Sheena Iyengar | Source: strategy+business | Subjects: Customer Related, Marketing / Sales, Personality / Behavior

Don’t marketers have to give consumers what they want? Yes and no. We should give them what they really want, not what they say they want. When consumers say they want more choice, more often than not, they actually want a better choosing experience. They want to feel confident of their preferences and competent during the choosing process; they want to trust and enjoy their … [ Read more ]

Content: Quotation | Authors: Kanika Agrawal, Sheena Iyengar | Source: strategy+business | Subjects: Customer Related, Marketing / Sales

[Companies] typically … never take time to do an ecosystem scan to see whether the tribes that they might want to engage with are already congregating somewhere else. If your tribes already have a home, trying to get them to move (no matter how good the web design/site) is akin to focusing your whole go-to-market strategy on switching customers who use competitive products. It can … [ Read more ]

Content: Quotation | Author: Francois Gossieaux | Source: ChangeThis | Subject: Customer Related

Too many companies are addicted to bad profits, profits that come at customers’ expense and drain the value out of customer relationships… Bad profits come from unfair or misleading pricing. Bad profits arise when companies save money by delivering a lousy customer experience. Bad profits are about extracting value from customers, not creating value… A company earns good profits when it so delights its customers … [ Read more ]

Content: Quotation | Author: Frederick F. Reichheld | Source: ChangeThis | Subject: Customer Related

Most managers associate complaints with customers, but complaints also come from colleagues, staff, and suppliers. Unfortunately, when co-workers and contractors complain, they are frequently seen as “whiners.” For some reason, we don’t view their complaints with the same concern we show to customer complaints.

But what if we saw our complaining colleagues as providers of information or perspectives that might be useful to us? Or as … [ Read more ]

Content: Article | Author: Russell Bishop | Source: strategy+business | Subjects: Customer Related, Management

In addition to listening to those who call you, e-mail directly, or chat with you in person, there are four ways you can “listen” to what your customers have to say.

Content: Article | Author: Eric Groves | Source: OPEN Forum (American Express) | Subject: Customer Related

Speaking about what motivates a network of people to collaborate with companies, the excerpt comes from Chapter 7, “Collaborate: Involve Your Customers at Every Stage of Your Enterprise,” in Part II of the book, “Five Strategies to Thrive with Customer Networks.”

Content: Article | Author: David L. Rogers | Source: 800-CEO-READ (8CR) | Subjects: Customer Related, Organizational Behavior

Here, based on working with scores of clients from around the world, is the real-world approach for integrating customer experience into your operation.

Content: Article | Author: Jeanne Bliss | Source: MarketingProfs | Subject: Customer Related