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- Date
- September 7, 2023
by David Ham | September 7, 2023 With the amount of money involved in professional sports contracts, the current trend toward deeper analysis makes good business sense. However, […]- Date
- June 2, 2023
by David Ham June 1, 2023 I will start by stating the obvious, inflation is forcing consumers to make tradeoffs and difficult decisions. This puts businesses […]- Date
- August 1, 2022
by David Ham August 1, 2022 Five years ago, I wrote a blog that asked, Is This a ‘Hook-Up’ or a Long-Term Relationship? The post was […]- Date
- May 24, 2022
by Omar Khan May 24, 2022 A few years before getting my first job as a consultant, I spent a summer abroad in the United Arab […]- Date
- March 29, 2022
by David Ham March 29, 2022 It seems a couple familiar unfavorites, inflation and shrinkflation, have a new buddy: skimpflation. Basically, we’re paying more and getting […]- Date
- March 4, 2022
by David Ham March 9, 2022 Years ago, I had a client that was an issuer of both retail-branded and major credit cards. I found it […]- Date
- February 4, 2022
by Rebecca Lennington February 4, 2022 We’re already a month into 2022 and while things are far from perfect, there have been promising indications that they’re […]- Date
- January 18, 2022
by Mark Galauner January 18, 2022 “You are what you do, not what you say you will do.”- Carl Jung We all know the saying about […]- Date
- December 14, 2021
by David Ham December 15, 2021 As the pandemic continues, so do instances of rude behavior. Anne Marie Chaker summarized this phenomena rather well in her […]- Date
- November 23, 2021
by Rebecca Lennington| November 23, 2021 It’s “the most wonderful time of the year” again. We’re celebrating our second holiday season with everyone’s least favorite guest, […]- Date
- December 27, 2019
AUTHOR by Mark Galauner | December 28, 2019 no-repeat;center top;; auto 0px 15 default default SUMMARY As it turns out, psychics and fortune tellers have plenty […]- Date
- December 19, 2019
AUTHOR by Justin Leopold | December 19, 2019 no-repeat;center top;; auto 0px 15 default default SUMMARY To gain buy-in throughout the organization, a top-down approach should […]- Date
- June 12, 2019
center AUTHOR by Mark Galauner | June 29, 2019 no-repeat;center top;; auto 0px 15 default default Intro Data programs now have given anybody with a spreadsheet […]- Date
- May 27, 2019
center AUTHOR by Michael Maas | May 21, 2019 no-repeat;center top;; auto 0px 15 default default Intro Measuring customer satisfaction is now routine at just about […]- Date
- May 22, 2019
center AUTHOR by Sheri Petras | May 23, 2019 no-repeat;center top;; auto 0px 15 default default Intro NPS is a noisy and volatile metric. Companies that […]- Date
- May 22, 2019
center AUTHOR by Kirk Farber | May 22, 2019 no-repeat;center top;; auto 0px 15 default default Intro Customer experience with federal government services is now a […]- Date
- March 28, 2019
AUTHOR by David Ham | March 28, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY Siloed customer data inevitably leads to service delivery issues, but […]- Date
- March 20, 2019
Sheri Petras | March 21, 2019 no-repeat;center top;; auto 0px As the CEO of CFI Group, Sheri manages offices across four continents from our world headquarters […]- Date
- March 11, 2019
center AUTHOR by Kevin Grech | March 11, 2019 no-repeat;center top;; auto 0px 15 default default Intro The 21st Century Integrated Digital Experience Act (IDEA, H.R […]- Date
- March 1, 2019
Dr. Claes Fornell | March 01, 2019 no-repeat;center top;; auto 0px CFI Group Founder and Chairman Dr. Claes Fornell has been called the “Father of Satisfaction.” […]- Date
- February 15, 2019
center AUTHOR by Sheri Petras, CEO | February 15, 2019 no-repeat;center top;; auto 0px 15 default default Intro Two keys to successfully navigating the CX process […]- Date
- September 10, 2018
center Predicting the Future Adapted from Dr. Claes Fornell’s book | July 16, 2017 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference […]- Date
- July 25, 2018
AUTHOR by David Ham | July 25, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY It is becoming conventional wisdom that respondents get annoyed with […]- Date
- July 16, 2018
center Predicting the Future Adapted from Dr. Claes Fornell’s book | July 16, 2017 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference […]- Date
- July 11, 2018
center AUTHOR Adapted from Dr. Claes Fornell’s book | July 11, 2018 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- July 9, 2018
center AUTHOR Adapted from Dr. Claes Fornell’s book | July 09, 2018 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- July 5, 2018
center AUTHOR Adapted from Dr. Claes Fornell’s book | July 05, 2018 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- June 19, 2018
AUTHOR by David Ham | June 19, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY A recent ACSI report shows that the subscription television sector […]- Date
- April 24, 2018
AUTHOR by David Ham | April 25, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY Customer feedback enables customers to tell a company how well […]- Date
- February 27, 2018
AUTHOR by Saraswati Kheterpal Mehta | February 27, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY Customer complaints represent opportunity. Organizations that effectively act on […]- Date
- February 22, 2018
AUTHOR by David Ham | February 22, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY Expectation questions in a survey can provide value as customer […]- Date
- February 19, 2018
center AUTHOR Adapted from Dr. Claes Fornell’s book | February 20, 2018 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- February 9, 2018
center AUTHOR Adapted from Dr. Claes Fornell’s book | February 9, 2018 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- February 1, 2018
AUTHOR by Kim Elliott | February 1, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY Do your surveys feel more like a punishment instead of […]- Date
- January 30, 2018
center AUTHOR A Look at the ACSI Federal Government Results | January 30, 2018 ACSI Federal Government Report 2017 no-repeat;center top;; auto 0px 15 default default […]- Date
- January 25, 2018
center AUTHOR Adapted from Dr. Claes Fornell’s book | January 25, 2018 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- January 18, 2018
center AUTHOR Adapted from Dr. Claes Fornell’s book | January 18, 2018 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- January 14, 2018
center Filtering Adapted from Dr. Claes Fornell’s book | January 15, 2018 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- January 9, 2018
AUTHOR by Kim Elliott | January 10, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY The rewards of collecting customer feedback far outweigh the risks. […]- Date
- October 17, 2017
AUTHOR by David Ham | October 17, 2017 no-repeat;center top;; auto 0px 15 default default SUMMARY Collecting customer feedback immediately after a contact center transaction can […]- Date
- October 5, 2017
Executives should manage customer expectations, rather than raise the bar too high, at the first interaction.- Date
- October 3, 2017
Executives should manage customer expectations, rather than raise the bar too high, at the first interaction.- Date
- September 28, 2017
Executives should manage customer expectations, rather than raise the bar too high, at the first interaction.- Date
- September 21, 2017
Executives should manage customer expectations, rather than raise the bar too high, at the first interaction.- Date
- September 19, 2017
234449714 ;c;; AUTHOR by David Ham | September 19, 2017 no-repeat;center top;; auto 0px 15 default default SUMMARY Many mergers and acquisitions are viewed as an […]- Date
- September 8, 2017
232861560 ;c;; AUTHOR by David Ham | September 8, 2017 no-repeat;center top;; auto 0px 15 default default SUMMARY Selecting, training, and retaining talented people to fill […]- Date
- August 30, 2017
center Author by David Ham | August 30, 2017 no-repeat;center top;; auto 0px 15 default default Summary In-store pickup can be a “win-win” for consumers and […]- Date
- August 24, 2017
230691585 ;c;; 20 default AUTHOR by Stefanie Morrison | August 24, 2017 no-repeat;center top;; auto 0px 15 default default SUMMARY Contact centers should empower representatives to […]- Date
- August 23, 2017
center Author by Caroline Gooding | UK | August 23, 2017 no-repeat;center top;; auto 0px 15 default default Summary When evaluating new products or service offerings, […]- Date
- August 17, 2017
229993870 ;c;; AUTHOR by David Ham | August 017, 2017 no-repeat;center top;; auto 0px 15 default default SUMMARY Asking customers to take a survey and then […]- Date
- August 3, 2017
227804511 ;c;; AUTHOR by Mike Murphy | August 03, 2017 no-repeat;center top;; auto 0px 15 default default AUTHOR Creating a culture where employees feel relaxed, empowered, […]- Date
- August 1, 2017
227774257 ;c;; AUTHOR by David Ham | August 01, 2017 no-repeat;center top;; auto 0px 15 default default AUTHOR With so much focus today on creating promoters […]- Date
- July 27, 2017
With Google+’s 2017 ACSI score up 7% from last year, we can expect a strong performance in 2018. Read our blog about the ACSI E-Business Report.- Date
- July 25, 2017
An effective omnichannel strategy gives customers confidence that online information matches what will happen in-store.- Date
- July 21, 2017
Customers registered with an in-house customer database are likely to be more satisfied than those identified through an external research panel.- Date
- July 13, 2017
center Author by David Ham | July 13, 2017 no-repeat;center top;; auto 0px 15 default default Summary All too often, businesses send very confusing messages to […]- Date
- July 7, 2017
center Filtering Adapted from Dr. Claes Fornell’s book | July 07, 2017 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- July 7, 2017
center Filtering Adapted from Dr. Claes Fornell’s book | July 07, 2017 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- July 5, 2017
center Predicting the Future Adapted from Dr. Claes Fornell’s book | July 5, 2017 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference […]- Date
- June 27, 2017
Are you preparing and empowering your people to provide differentiated experiences that drive profitable loyalty?- Date
- June 23, 2017
center Measuring the Customer Experience Adapted from Dr. Claes Fornell’s book | June 23, 2017 The Satisfied Customer: Winners and Losers in the Battle for Buyer […]- Date
- June 20, 2017
center Filtering Adapted from Dr. Claes Fornell’s book | June 20, 2017 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- June 15, 2017
Executives should manage customer expectations, rather than raise the bar too high, at the first interaction.- Date
- June 8, 2017
center Predicting the Future Adapted from Dr. Claes Fornell’s book | June 8, 2017 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference […]- Date
- June 6, 2017
center Author by Kelly Stallard | June 06, 2017 no-repeat;center top;; auto 0px 15 default default Summary Customer experience metrics measure the experience when visiting the […]- Date
- June 1, 2017
center Author by Mary Ensman | June 01, 2017 no-repeat;center top;; auto 0px 15 default default Summary Companies with a focus on improving customer satisfaction reap […]- Date
- May 30, 2017
center Author by David Ham | May 30, 2017 no-repeat;center top;; auto 0px 15 default default Summary Why is customer service becoming more difficult to deliver? […]- Date
- May 26, 2017
center Author Adapted from Dr. Claes Fornell’s book | May 26, 2017 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- May 24, 2017
center Predicting the Future Adapted from Dr. Claes Fornell’s book | May 19, 2017 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference […]- Date
- May 19, 2017
center Predicting the Future Adapted from Dr. Claes Fornell’s book | May 12, 2017 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference […]- Date
- May 16, 2017
center Description by David Ham | May 16, 2017 Society seems to have an attention span that is getting shorter and shorter. We (yes, I’m admittedly […]- Date
- May 12, 2017
center Predicting the Future Adapted from Dr. Claes Fornell’s book | May 12, 2017 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference […]- Date
- May 10, 2017
center The Fallacy of Percentages by Caroline Gooding | UK | May 10, 2017 no-repeat;center top;; auto 0px 15 default default The Fallacy of Percentages Organizations […]- Date
- May 2, 2017
center The Fallacy of Percentages Excerpt adapted from Dr. Claes Fornell’s book | May 2, 2017 The Satisfied Customer: Winners and Losers in the Battle for […]- Date
- April 28, 2017
center Description by Kelly Stallard | April 28, 2017 On March 16, President Trump revealed his fiscal 2018 Budget Blueprint. The Budget Blueprint eliminates numerous Federal […]- Date
- April 24, 2017
It is critically important to have a workplace culture that solicits, listens to, and takes action on customer experience feedback.- Date
- April 21, 2017
If you are a leader, take proactive measures now to assess your workplace climate and protect your organization from potential discrimination or harassment.- Date
- April 18, 2017
Giving your people the flexibility to do the right thing for the customer can protect your organization from upsetting high value customers- Date
- April 5, 2017
By taking the initiative to reboot workplace harassment prevention efforts, agencies can ensure a healthier workplace for their employees.- Date
- March 27, 2017
center Description By Claes Fornell, Forrest V. Morgeson III, & G. Tomas M. Hult © 2016, American Marketing Association | ISSN: 1547-7185 no-repeat;center top;; auto 0px […]
