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Who We Are
UK and European Capability
Colin Bates
Jacqueline van Krieken
Julie Partridge
Ilke Kuhagen
Kana
International Associates
Jen Niehaus
Ray Kordupleski
Rich DiNicola
Marcelo Chanis
David Shieff
Gautam Mahajan
Links
Established in 1999
What Our Clients Say
How We Can Help You
Our Overall Philosophy and Approach
Research and Result Processes
Maximising the Value
Library of Articles
Customer Focus
Customer complaints, concerns, or feedback?
Customer Complaints – Managing expectations
Cost of customer complaints
Customer complaints – collecting the right feedback
Benchmarking your customer service
Benckmarking NPS – some practical solutions
Customer Journey Mapping (CJM)
Customer Journey Mapping touchpoints
Customer Journeys colliding
Going beyond Customer Journey Mapping
Customer service – a key differentiator in retailing
Differentiation on customer service
Differentiating on value rather than price
How to solve the problems highlighted by customer surveys
Identifying customers at risk of leaving
Introduction to Customer Value Management (CVM)
Maximising account management through customer feedback
Maximising return on investment from customer service
Maximising the value of customer data you already have
Measuring customers’ emotional as well as rational thoughts
Net Promoter Score (NPS) – a balanced view
Technology’s impact on the voice of the customer
Ten simple steps to effectively actioning customer feedback
Understanding the needs of your executive decision makers
Understanding your value to your customer
What is the single measure I should use for measuring the customer experience?
Corporate and Organisational Focus
Account Based Marketing customer feedback
Benchmarking your customer service
Customer feedback driven corporate strategy
Differentiating on value rather than price
Getting board members to listen to customers. Get the right metrics
Improving price satisfaction without lowering prices
Increasing sales to current customers
Infographics making customer feedback meaningful
Internal stakeholder feedback is vital
Introduction to Customer Value Management (CVM)
Maximising account management through customer feedback
Maximising Return on Marketing Investment
Maximising the value of customer data you already have
Sharing customer experience successes
Supplier satisfaction delivering your value proposition
Understanding your value to your customer
Using customer feedback to grow business process outsourcing (BPO) companies
Metrics and Tools Focus
Customer complaints – collecting the right feedback
Alternatives to NPS in B2B
Big data is small data in B2B
Ideal customer feedback programme checklist
Case study and testimonial management
Employee Focus
Benefits of a Customer Champion
How to become the customer’s champion
Creating a customer orientated culture
Employee engagement delivering improved customer experiences
Employee insight into customer needs
Engaging employees with customers
Linking customer feedback to bonuses
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