CX & Customer Success resources

It’s Not About Smiling More:  Creating a Measureable Customer Experience Culture at Thomson Reuters Presented by Barbara Graovac, VP and GM of Thomson Reuters Employer Market, NACCM 2010 Use right-brain…MORE >

Keeping it Real with Customers:  Nationwide on your Side Presented by Jasmine Green, Chief Customer Advocate, Office of Customer Advocacy, at NACCM 2010 Empower the front-line with empathy. Initially born…MORE >

Presented by Josée Bourdages — NACCM 2010 Listen to be proactive. Josée oversees service strategy and customer loyalty for Rogers’ Fido brand, which is perceived as the most caring brand…MORE >

Valerie Foxman, GE Capital Retail Consumer Finance (RCF) “We’re all in this together.” Valerie manages First Call Resolution (FCR) and Voice of the Customer (VoC) for GE Capital RCF.  With…MORE >

Presentation from Trish Cotter – SVP Worldwide Service Operations (Owns Manufacturing & Support) — NACCM, 2010 “You can’t do everything, so make sure the things you do are done right. …MORE >

As a student of Net Promoter best practices and the results that can be achieved from applied NPS discipline, its always great to see a company that “gets it”. At Sage’s…MORE >

I run our global Relationship Value Program (RVP), which is our named account based customer loyalty program.  I am asked all the time ‘How do I successfully engage the field?’…MORE >

Am I the only one that finds it strange that so many companies kick off their customer experience and loyalty programs focused on market stats, customer satisfaction scores and Net…MORE >

I am – obviously- a believer in companies having a comprehensive client satisfaction assessment program. I think it’s an important metric to track, a useful tool for planning, and an…MORE >

While a growing number of B2B and B2C Marketing organizations publish their Net Promoter scores as a potential differentiator, I’m wondering why Marketing departments have been slow to embrace Net…MORE >

The loudest customers often get the most attention. But the silent majority is very often an ignored asset for most companies.  Let’s explore: Those that are familiar with Net Promoter…MORE >

After working with several clients in service / support (“contact center”) organizations we’ve been able to assemble some cool new research on the impact of Products & Brand on the…MORE >