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- October 17, 2023
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the U.S. economy at large. New results from […]- Date
- September 19, 2023
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the U.S. economy at large. New results from […]- 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
- August 22, 2023
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the U.S. economy at large. New results from […]- Date
- July 25, 2023
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the U.S. economy at large. New results from […]- Date
- June 27, 2023
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the U.S. economy at large. New results from […]- Date
- June 6, 2023
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the U.S. economy at large. New results from […]- 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
- May 16, 2023
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the U.S. economy at large. New results from […]- 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
- July 30, 2020
center description After a promising start, 2020 has proven to be a year of nearly unprecedented upheaval for retail brands, many of which have struggled to […]- Date
- May 20, 2020
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI-Radial-May2020-release.pdf icon-download left description The pace of change in retail customer service in recent years has been profound, with new technologies and […]- 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
- December 3, 2019
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_December2019-PressRelease.pdf icon-download left description A new retail report by CFI Group and Radial shows that 38% of customers generally avoid participating in […]- Date
- August 23, 2019
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_August2019-PressRelease.pdf icon-download left description A new retail report based on a survey conducted by CFI Group and Radial shows that today’s shoppers […]- Date
- May 15, 2019
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_November2018-PressRelease.pdf icon-download left description The Retail Report for November shows that shoppers want to buy from an online retailer they believe has […]- Date
- April 4, 2019
center Download Infographic https://cfigroup.com/wp-content/uploads/CFI-ccsi-2018-infographic.pdf icon-download left Download Press Release https://cfigroup.com/ccsi-2018-press-release/ icon-download left description Contact centers are big business. Consulting firm A.T. Kearney estimates the global contact […]- 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 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 1, 2019
center description The Bank Satisfaction Barometer (BSB) is 80, as measured on a 0-100 scale, up one point from 79 the previous year. The BSB measures […]- Date
- December 19, 2018
CFI Group applies the cause-and-effect techniques of the American Customer Satisfaction Index (ACSI) to help measure employee engagement - See more at: https://cfigroup.com/resource-item/gov-employee-engagement/#sthash.mwSKJ00M.dpuf- Date
- November 9, 2018
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_November2018-PressRelease.pdf icon-download left description The Retail Report for November shows that shoppers want to buy from an online retailer they believe has […]- Date
- October 10, 2018
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_October2018-PressRelease.pdf icon-download left description The Retail Report for October shows that online retailers should understand Big Spenders, customers who spend $500+ annually […]- Date
- August 2, 2018
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_August2018-pressrelease.pdf icon-download left description Retailers are finding that customer expectations for customer service are growing more challenging. Increasingly, customers expect online tools […]- 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 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
- May 8, 2018
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_May2018-release.pdf/ icon-download left description Contact centers play a critical role in a retailer’s success. Professional agents who are well integrated with the […]- 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
- December 14, 2017
center description The Credit Union Satisfaction Index (CUSI) is 84, as measured on a 0-100 scale. In this report we identify two key trends that should […]- Date
- December 12, 2017
center Description You probably already have a very good idea of what drives customer satisfaction. Customer service professionals can generally create surveys that, on the surface, […]- 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 13, 2017
center description The Bank Satisfaction Barometer (BSB) is 79, as measured on a 0-100 scale, dropping 3 points from the 5-year high of 82 in 2016. […]- 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 21, 2017
CFI Group applies the cause-and-effect techniques of the American Customer Satisfaction Index (ACSI) to help measure employee engagement - See more at: https://cfigroup.com/resource-item/gov-employee-engagement/#sthash.mwSKJ00M.dpuf- 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
- 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
- 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
- May 31, 2017
center Description What Makes an Online Customer a Repeat Customer? As the growth of technology rages on in today’s online marketplace, retailers have the opportunity to […]- 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 […]- Date
- March 27, 2017
Description Many retailers measure customer satisfaction based solely on the point of sale, but satisfaction and loyalty are often strongly cemented—and potentially damaged—by other stages […]- Date
- March 26, 2017
Description Mercedes Benz Financial Services USA LLC (MBFS), headquartered in Farmington Hills, Mich., with Business Center Operations in Fort Worth, Texas, provides brand-specific financial services […]- Date
- March 13, 2017
center Description Online Shoppers Expect Return Options, Loyalty Perks, and Seamless Security Heading into the busy holiday shopping season, CFI Group and Radial conducted their quarterly […]- Date
- March 12, 2017
center Description CFI Group Delivers American Customer Satisfaction Index (ACSI) Methodology: National Measure of Quality and Predictor of Corporate Performance Established in 1994, the American Customer […]- Date
- March 8, 2017
center Description INTRODUCTION Financial returns from an effective measurement program are the result of optimizing investments in customer satisfaction, that is, avoiding both under investment and […]- Date
- March 7, 2017
center h4 icon-lamp top https://www.amazon.com/Satisfied-Customer-Winners-Losers-Preference/dp/0230604064 h4 icon-lamp top http://www.barnesandnoble.com/w/satisfied-customer-claes-fornell/1100617614 Description In a world where consumers have access to an abundance of free information about purchase alternatives, […]- Date
- March 7, 2017
center Description Build strong, loyal, and profitable member relationships by knowing, not guessing, what is important to members. Credit Union Barometer by CFI Group is an […]- Date
- March 7, 2017
center Description The American Customer Satisfaction Index (ACSI) has a proven relationship with customer spending, shareholder value, cash flows, business performance and GDP growth. The technology […]- Date
- February 20, 2017
center Description The bank satisfaction barometer (BSB) is at a 4-year high of 82, as measured on a 0-100 scale, moving up 3 points from 79 […]- Date
- February 15, 2017
center Description The Contact Center Satisfaction Index (CCSI) fell by four points to 68 on a 0-100-point scale in 2015, marking the lowest score in the […]- Date
- February 13, 2017
center Description The bank satisfaction barometer (BSB) is at a 4-year high of 82, as measured on a 0-100 scale, moving up 3 points from 79 […]
