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      • Colin Bates, Managing Director
      • Jacqueline van Krieken, Associate
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Posts

  • Category: Blog
    • Customer Journey Mapping – are all your touchpoints open for business?
    • Alternatives to NPS in B2B
    • How high can your NPS score be?
    • Is the UK customer satisfaction index right?
    • Internal Stakeholder Feedback is vital
    • Linking customer feedback to bonuses
    • Where does customer effort fit?
    • Auditing Net Promoter Scores
    • Research into Actions

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  • Home
  • 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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