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Videos

• The Customer Experience Exchange 2008 Video

• Mike Harris on Customer Engagement and Loyalty

Mike Harris, Founding CEO, First Direct & Egg Plc

• Simon Calver on Customer Driven Innovation and Organizations

Simon Calver, CEO, LOVEFiLM

• What it Takes to Lead: It's Not Being Loud!

Tim Waterstone explains how to connect people in the organization.

Articles

• Balanced Centricity - Delivering on the customer-centric philosophy

White paper by Portrait Software

• 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 importance of....more

• Customer Feedback is a Two-Way Speech

Maybe it’s because I work in the industry, but whenever I receive a request for customer feedback, I always respond and relate my customer experience. Sometimes the experience was a terrific one: when Housekeeping at the New Yorker Hotel in Manhattan found and returned the phone charger I’d left in my room. Or it may have been a poor one, as at a Washington hotel that couldn’t get any of my food orders righ....more

• Improving Customer Service Experiences through Business Intelligence and Employee Satisfaction

Customer Feedback Is CriticalToday’s customer is offered a variety of ways to provide feedback regarding the customer experience with products or services. Leading companies use this customer input to continually enhance service delivery to improve the customer experience. In order to drive continual customer service improvements, companies need to focus on four areas regarding the customer feedback

• 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. 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 can cost-effective....more

• Old Mutual Healthcare case study
• Answering the call for corporate social responsibility
• Customer Experience Report
• Customer Insight Exploration

Presentations

• Many Channels: Same GREAT Service

Emma Bailey, www.parcelforce.com

• Preparing Your Organisation To Deliver Holistic Customer Experience

Honda (UK)

• Measuring Customer Satisfaction: “Turning Customers Into Fans”

Bob Dunn, O2

• Investing in Community and NPS to Drive Customer Loyalty

Kip Knight, Knight Vision

• Customer Insight For Superior Targeting, Optimal Retention And Increased ROI

Neil Skilling, Portrait Software ,Telenor

• Shopper Insight – Unilever Research for Success At Point Of Sale (POS)Unilever
• Attentive™ Customer Experience Case Study by Leumi Card

Shir Liany - Hazaz, Head of quality of service, Leumi Card
Guy Yogev, EVP & Co-Founder, Ransys Feedback Technologies

• Creating A Culture Of Service Excellence - Practical Use Of The Customer Voice For Employee Training
• Managerial Responses To Customer Measurement

Professor Robert Shaw, Cass Business School, City of London

• How We Learned To Serve Our Customers, Not Make Them Hostage

Federico Cesconi