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- 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
center Download PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-university-case-study.pdf icon-download left #45546d #45546d Description ABOUT THE CLIENT The CFI Group has the privilege of working with a major state university center […]- 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 11, 2017
center description The global contact center market is projected to hit $9.7 billion by 2019, with CAGR of over 9%. For the US, there are roughly […]- 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 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
- 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 27, 2017
center Description The past decade has brought dramatic improvement in the technology and systems available to contact center managers providing multi-channel service and support to US […]- 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 7, 2017
center Description no-repeat;center top;; auto Description Sheri Petras talks with Federal Drive’s Tom Temin on Federal News Radio. Sheri and Tom discuss CFI Group’s recent study […]- Date
- April 5, 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
- April 5, 2017
By taking the initiative to reboot workplace harassment prevention efforts, agencies can ensure a healthier workplace for their employees.- Date
- March 28, 2017
We see four opportunities for government website managers to continue this improvement: Don’t forget the Boomers+, Design for Digital Wayfinding, Remember desktops/laptops, and Ensure market demand for new apps.- See more at: https://cfigroup.com/resource-item/government-websites-2017/#sthash.HtCcxpnV.dpuf- 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
center Description The Building Science Branch of the Federal Emergency Management Agency (FEMA) has an important mission—to reduce loss of life and property by creating disaster-resilient […]- 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 23, 2017
center Description The Federal Consulting Group (FCG) has partnered with CFI Group to help government agencies measure citizen satisfaction so they can continually strive to improve […]- Date
- March 23, 2017
center Description Why Is It Important For Federal Agencies To Measure Customer Satisfaction? Federal agencies measure customer satisfaction so they can identify and understand citizen […]- 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 13, 2017
center How to Ensure Long-Term Profitability through Customer Satisfaction icon Description In today’s competitive marketplace, customer satisfaction is critical to long-term profitability. Customers whose needs and […]- Date
- March 13, 2017
center Description Applying the American Customer Satisfaction Index (ACSI) Technology to the Management of Government Services: Rationale, Rigor and Results The Government Performance and Results Act […]- 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 8, 2017
center Description Government contact center satisfaction was unchanged at a rating of 67 this year. Measured on a 0-100 scale, CFI Group’s Government Contact Center Satisfaction […]- 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 ABOUT CSBG AND OCS The Community Services Block Grant (CSBG) is a federal anti-poverty grant that funds the operations of a state-administered network of […]- 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 […]- Date
- January 28, 2017
Description If you think managing a single contact center for a single brand is challenging enough, consider for a moment the case of eBay Enterprise. […]
