ijgolding

DECEMBER 2, 2015

Almighty is a digital advertising agency that specializes in customer engagement campaigns for brands such as New Balance, L.L. The paper foundation is based on interviews with 500+ stakeholders from a range of enterprise organizations. Our research took us into the design, marketing, sales teams of 30 enterprise organizations.

Customer centricity 48

Customer centricity Enterprise Advertising Consulting 48

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Adrian Travis is the Founder and President of Trindent Consulting.

Call Center 345

Call Center Contact Center Finance Consulting 345

Beyond Philosophy

SEPTEMBER 6, 2016

The key is to attract high-value customers by identifying high-potential prospects and delivering what they want and need. Marketing consultant and author Robert Tucker has stated, “Companies are often so concerned about attracting new customers that they denigrate their unique value proposition to loyal customers.”

Consulting 186

Consulting Consulting Customer advocacy Sales 186

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

B2C 150

B2C B2B Customer advocacy Consulting 150

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Beginning around 1995-2000, major consulting organizations began to recognize that these critical changes were likely to have profound impact on businesses.

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. CSMs (Customer Success Managers) go beyond training and support by bringing value to the table after the sale. Unlike computers, they recognize and respond to customers’ hidden, and powerful, emotional responses.

outsourcing 51

outsourcing Consulting Consulting Management 51

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Carol Tompkins is the Business Development Consultant at AccountsPortal. Customer retention is vital, and poor call centers do not retain customers.

Call Center 182

Call Center Analytics First call resolution Metrics 182