Using Telephone Surveys to Drive Higher & Better Quality Responses to Customer Service Surveys
Surveys have always been crucial when it comes to determining the next steps any company must take to improve its customer service experience. By tapping customers for their honest perspectives, brands open the... Read More
By Bill Moore, VP, CRMI

4 Requirements for Linking CX to ROI
Eighty-one percent of consumers are willing to pay for a better experience, according to the Capgemini’s study “The Disconnected Customer.” Yet, customers don’t feel that companies are delivering high q... Read More
By Ernan Roman, president, ERDM Corp.

Weaving CEM Into the Fabric of an Organization
The overall objective of any customer experience management (CEM) strategy is to evolve your organization’s DNA to the point where it is entirely customer driven. That’s not going to happen without a robust... Read More
By Bill Moore, VP, CRMI

Tying Employee Performance to Customer Satisfaction
When looking at how companies measure employee performance, one thing is clear: There’s wide variation across industries in terms of how well businesses are incorporating customer satisfaction into the mix. G... Read More
By Greg Coleman, principal partner and VP of Strategic Programs, Service Strategies Corp.