Customer Relationship Management (CRM): Customer sat...

 

First Direct uses 'personal marketing' which looks at an individual in the context of his or her life, not the objectives of the business. It argues that it’s your customers' choices and preferences t ...

Business people, while claiming to be customer-centred or focused, still tend to think from the 'inside out', i.e. in terms of the business brands and targets. This doesn't work any more. We have to t ...

This article discusses the paradox that while technology should in theory help marketers to communicate more effectively with customers and improve their service, customers feel more alienated. Call c ...

This article discusses the importance of customer service in developing a brand. There is a rich history of brands where service has been an integral part of their success, from Josiah Wedgewood in th ...

Andrew Wiseman, a director at Nunwood's Market Analytics business division, argues that though customer satisfaction is recognised as an important contributor to business success, the measurement of t ...

The Net Promoter Score is gaining ground as a measure of customer satisfaction. It relies on two scaled questions: 'how likely would you be to recommend us?', and 'if you wouldn't recommend us, why no ...

Drew Neisser, president and CEO of Renegade Marketing Group, produces a six-point plan for marketing survival in an age when the consumer is most definitely in charge - spurred by the internet (search ...

In this article, a hotel-and-airport horror story exemplifies what so often goes wrong with customer satisfaction (CSR). The main messages are: delivery is far more important than promise (and to prom ...

Fairmont Hotels & Resorts is embarking on the fifth year of the management of its online FPC Guest Advisory Panel. Gathering a diverse range of guest feedback, this Panel has proven to be an invaluabl ...

This paper describes an innovative approach to establishing financial values for each aspect of the hotel guest experience. It addresses the following two, critical planning questions: Can employee en ...

This paper analyses why past efforts to raise air passengers' satisfaction have not helped most airlines to differentiate themselves from competitors. Using years of historical and current data collec ...

One factor that influences perceptions of recovery efforts is consumer expectations while a second factor to consider in assessing the effectiveness of service recovery efforts is understanding proble ...

Internet bank, Egg, says its aim is to differentiate itself from other banks by helping consumers make informed choices about money. It regularly measures customer satisfaction and in response to feed ...

In today's competitive environment, companies that want to survive need to improve their products and services. If customer satisfaction measurements are used as a source of improvement effort, the re ...

A persistent problem in customer satisfaction measurement is a tendency towards high or skewed measures of satisfaction. Consequently, there has been research interest in what makes customers either l ...

The Audit Commission is the most important regulator of local councils. As such, this body has considerable power to promote or discourage the use of public consultation in local government. This pape ...

It has been widely argued that the new consumer is active, knowledgeable, demanding, channel-hopping and, above all, experience-seeking. Yet market research often continues to survey consumers as if t ...

The accessibility of the internet is throwing up a constant stream of new sources of authority. As more and more of these influences come between the brand and its customers, the sense of control that ...

After years of trend presentations about how companies must change, it appears that transformation has finally arrived. The current generation is growing up in a digital world, and takes for granted t ...

This paper addresses the success story of Volvo in Germany who, by working hand-in-hand with their dealers using the global 'Customer for Life' programme, has significantly increased customer loyalty ...

Drew Neisser, president and CEO of Renegade Marketing Group, describes a trip with his 12 year old son to the Dew Action Sports Tour in Louisville, Kentucky. On the trip they encountered over ten mem ...

While there has been good progress in the past several years in the conceptualization and understanding of the determinants of satisfaction, analytic methods for understanding customer satisfaction ha ...

This paper illustrates the evolution of the dealership training for Ford of México with the global customer satisfaction program, Customer Viewpoint. Ford of México evolved from communicating research ...

Peter Rosenwald, author of Accountable Marketing: The Economics of Data-driven Marketing, explores the cost/benefit relationship of CRM. Using examples he illustrates how CRM costs can be modelled, an ...

Gailynn Nicks, managing director of Ipsos Loyalty, argues that product brands require strong customer relationships in much the same ways that service brands do - that the 'brand experience' relates t ...

Smart cards make purchasing easier, quicker and more secure for consumers. They also have huge potential benefits for retailers – purchase times are 28% faster than cash and 42% faster than payment ca ...

Within a number of industries, there is a difficulty in integrating the growing dependence on new technology (interactive phone and internet services) with traditional forward facing offices in relati ...

Standard Chartered Bank has over 500 locations around the world and employs over 30,000 staff. It created a new customer feedback survey to get customers to evaluate their experiences and identify way ...

This paper reviews some of the key issues facing organisations that monitor customer satisfaction on a global basis. In particular, it investigates the banking sector and draws on the experience of gl ...

Within the mobile division of KPN, customer satisfaction and loyalty research provide essential information that helps guide the management of all business processes. In 2003 integral quarterly measur ...