We’re all familiar with a wide variety of CXO positions, but how many of you have run into a CCO lately?  Well it’s becoming more and more likely that you WILL run into one in organizations worldwide as the creation of Chief Customer Officer roles become a strategic move for organizations according to a recent [...]

From guest blogger, Lynn Hunsaker, of Clear Action – Customer Experience Optimization Consulting Connect your customer experience management efforts across the company, and enjoy exponential benefits, according to the 2011 Business-to-Business Customer Experience Management Benchmarking Study. Companies with managers (of their top five methods to achieve CEM goals) who meet together quarterly or more often [...]

Keeping customers happy and preventing them from being lured away by your competitors is a key strategy to having a stable customer base and healthy revenues. Part of a successful customer retention strategy is ensuring that customers know that they are valued and not viewed as a commodity that you can replenish as needed.

Guest blogger: Maeve Naughton, Customer Reference Programs expert We’ve all seen the movie where the girl or guy turns to their significant other and says “I love you, but I’m not in love with you.” Sometimes it’s hard to believe while other times you want to yell at the TV and say “Duh!!!!!” Shouldn’t the [...]