Korsgaden International, Inc. a leading consultant to many of the world’s largest insurance carriers and financial services companies, and H2insight, Inc., the largest and most reliable outbound call center to the insurance and homebuilding industries, today announced their partnership to link the most effective customer-building strategies with a consistent, professional calling force to deliver…

Quick, name the company that aspires to be “Earth’s most customer-centric company?” 

If you’re a customer of Amazon, you probably think they are at least in the running for this title.

The American Customer Satisfaction Index has ranked Amazon #1 in customer satisfaction for eight years in a row based on what customers say.  That and many other recognitions of Amazon are no accident.

So,…

Decisions don’t make themselves.  Or do they?

Marketing decision-making has changed since the days of Mad Men.  In those days, we used valid and reliable quantitative survey research to inform strategic and tactical decisions.  We also drew on qualitative studies—focus groups and in-depth interviews that delved deeper into motivations and helped us craft messages that resonated with…

Since I entered the business world, quality has always been a hot topic.

One of the more poignant historical milestones regarding quality was when US business leaders admitted that Japan was surpassing America in the quality of its automobiles, and eventually its electronics.

How could this be?  We thought American products were the best, because the people who made them were skilled…

There seem to be three sins of social media that are the deadliest. It makes sense when you think about what they are. Not only that, these failures apply to all relationships.

You may not recognize the extent to which Google controls your brand's customer experience online. But right now, Google is often the doorway to the customer experience you design. Is it possible to get control back some time in the future? Here's how to start thinking about this challenge.

If you care about quality, the customer experience, and customer engagement, it’s time to look carefully at your customer satisfaction surveys. Here’s your checklist.

The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. ~ John Russell
Know what your customers want most and what your company does best. Focus on where those two meet. ~ Kevin Stirtz
Photo: © Jorge Royan / http://www.royan.com.ar/

Customer Engagement Rules!

Unless you're living under a rock, you understand that marketing has undergone a complete revolution in the digital age. Power has shifted dramatically to the consumer. No longer are mass consumer audiences driven to buy national brands based on brand image advertising creating demand for limited choices at retail. Instead, consumers initiate the buying process…

The truth is that there is an infinite variety of ways to increase the likelihood of retaining customers. We’ve compiled a list of fifty that should be memorized or at least understood by all employees. Yes, customer retention strategies are that important. Bain and Company has…

Around here, we believe in Proactive Customer Engagement. It seems like few people use this term. To us, it’s a constant attitude. In fact, Proactive Customer Engagement is essential to reaching the “holy grail” of customer satisfaction.

Isn’t the best customer experience the one that surprises you, because the brand knew what you needed before you realized it, and they were right there offering…

One of my jobs is to help companies recognize that competition is driving the increasing focus on customer experience, and it’s important not to be left behind.  Speaking to bankers, Jamie Armistead of Bank of the West pointed out that “Banks Are Not the Yardstick for Digital Customer Experience,” and right he is.  Other industries are way ahead of banks, in spite…

Where in the organization does emphasis on the quality of the customer experience originate?  It depends on who you ask.  CIO Magazine asked Mark Hurd, the CEO of Oracle, and he put the onus on CEOs to make it happen (http://www.cio-today.com/article/index.php?story_id=13000BLAHN62