All posts by david_rance

Title Type Datesort icon Views Comments Categories
The Economic Meltdown Will Sort the Wheat From the Chaff Blog 2008-10-12 2,666 2 Large Enterprise, Leadership, Sales Performance, Service and Support, Digital Marketing, Customer Loyalty, Customer Strategy, Performance Metrics, Chief Customer Officer, Transportation / Travel / Leisure, Utilities / Energy
Great Service Has to Be Institutionalized if It Is to Become the Norm Blog 2008-08-11 3,441 2 Large Enterprise, Leadership, Service and Support, Digital Marketing, Midsize Business, Contact Center, Customer Experience, Voice of Customer, Customer Loyalty, Customer Strategy, Performance Metrics, Chief Customer Officer
Your Contact Center Can Bolster Retention, Drive Value and Lower Your Costs—if You'd Just Stop Ignoring It Article 2008-06-16 5,163 0 Leadership, Service and Support, Contact Center, Performance Management, Customer Strategy, Performance Metrics, Chief Customer Officer, Employee Engagement
If You Want to Improve Your Bottom Line, Invest in Your Customer Service Blog 2008-05-13 4,066 2 Large Enterprise, Leadership, Sales Performance, Service and Support, Digital Marketing, Midsize Business, Contact Center, Customer Analytics, Voice of Customer, Customer Loyalty, Customer Strategy, Chief Customer Officer, Employee Engagement
Bad Service Can Sabotage a Great Product Blog 2008-04-17 3,772 0 Large Enterprise, Leadership, Sales Performance, Digital Marketing, Midsize Business, Contact Center, Customer Experience, Voice of Customer, Customer Loyalty, Fast-Moving Consumer Goods, Customer Strategy, Financial Services, Government / Public Sector, Healthcare Services, Chief Customer Officer, Customer Management Education, Pharmaceutical, Retail Sales, Telecommunications, Transportation / Travel / Leisure, Utilities / Energy
Customer Service Is in the Best Position To Deliver the Customer Strategy Blog 2008-03-11 5,378 2 Large Enterprise, Leadership, Service and Support, Digital Marketing, Midsize Business, Computers / Technology, Contact Center, Customer Experience, Voice of Customer, Customer Loyalty, Customer Strategy, Financial Services, Government / Public Sector, Healthcare Services, Chief Customer Officer, Customer Management Education, Employee Engagement, Pharmaceutical, Telecommunications, Transportation / Travel / Leisure, Utilities / Energy
Customer Service Is the Best Brand Ambassador for Any Company Blog 2008-02-12 6,485 0 Leadership, Sales Performance, Service and Support, Digital Marketing, Contact Center, Customer Experience, Voice of Customer, Customer Loyalty, Performance Management, Small Business, Customer Strategy, Financial Services, Government / Public Sector, Performance Metrics, Chief Customer Officer, Pharmaceutical, Retail Sales, Telecommunications, Transportation / Travel / Leisure, Utilities / Energy
Don't Just Pay Lip Service to Empowering Your Employees; Enable Their Customer Passion Article 2008-02-04 6,707 3 Leadership, Customer Experience, Chief Customer Officer, Employee Engagement
The Social Web Is the Perfect Forum for Customer-Empowered Service Blog 2008-01-16 2,995 4 Leadership, Service and Support, Digital Marketing, Contact Center, Customer Experience, Small Business, Fast-Moving Consumer Goods, Customer Strategy, Financial Services, Government / Public Sector, Telecommunications
Northern Rock: The Death of Customer Loyalty Blog 2007-09-21 4,686 5 Leadership, Sales Performance, Service and Support, Digital Marketing, Customer Experience, Voice of Customer, Customer Loyalty, Customer Strategy, Financial Services, Chief Customer Officer, Utilities / Energy
Alignment Really Does Make a Difference—to Customers and Employees Blog 2007-08-14 3,626 1 Leadership, Sales Performance, Service and Support, Digital Marketing, Voice of Customer, Customer Process, Customer Strategy, Financial Services, Government / Public Sector, Performance Metrics, Chief Customer Officer, Chief Information Officer, Employee Engagement, Pharmaceutical, Retail Sales, Telecommunications, Utilities / Energy
Don't Silo-Out the Customer Service Department Article 2007-07-16 9,286 2 Leadership, Service and Support, Contact Center, Chief Information Officer, Employee Engagement, Telecommunications
You Can Cross the Line of Chaos to Make Your Organization Customer-Focused Article 2007-07-02 3,443 0 Leadership, Customer Experience, Customer Loyalty, Customer Process, Customer Strategy, Employee Engagement
Answering Calls Is Enough—Isn't It? Blog 2007-03-06 3,475 1 Service and Support, Contact Center, Financial Services, Healthcare Services, Chief Customer Officer, Telecommunications, Utilities / Energy
IVR Jungles Blog 2007-02-14 2,632 0 Service and Support, Financial Services, Chief Customer Officer, Telecommunications, Utilities / Energy
Why Aren't Banks Feeling the Heat From Customers? Blog 2007-02-14 2,391 0 Leadership, Digital Marketing, Financial Services, Chief Customer Officer
My Advice for CEOs: Consider 2007 the Year of Alignment Article 2007-01-08 1,970 0 Leadership, Customer Strategy, Employee Engagement
Is Customer Service Getting Worse? Blog 2006-11-28 3,886 2 Leadership, Digital Marketing, Customer Experience, Customer Loyalty, Chief Customer Officer
Have a Plan: Customer-Centricity Doesn't Happen by Osmosis Article 2006-10-02 2,206 0 Leadership, Customer Experience, Customer Loyalty, Customer Strategy
Let Go of the Dock: You Really Can Cross the "Line of Chaos" Article 2006-07-23 2,187 0 Leadership, Customer Experience, Customer Loyalty, Customer Process, Customer Strategy, Chief Customer Officer, Employee Engagement, Technology Implementation, Telecommunications
Compartmentalization Doesn't Work in a Global Economy Article 2006-07-16 2,041 0 Leadership, Sales Performance, Service and Support, Digital Marketing, Customer Experience, Customer Loyalty, Chief Customer Officer, Chief Information Officer
Leadership Vs. Management: We're Customer-Centric Because I Say We Are Article 2006-07-02 2,109 0 Leadership, Performance Management, Customer Process, Customer Strategy, Performance Metrics, Chief Customer Officer, Employee Engagement
Making Your Organization Customer-Centric Means Keeping All Its Components in Harmony Article 2006-07-02 2,369 0 Leadership, Customer Process, Customer Strategy, Chief Customer Officer, Employee Engagement
The Madness of Metrics: Be Careful What You Measure Article 2006-04-02 4,494 0 Leadership, Customer Experience, Customer Strategy, Performance Metrics, Chief Customer Officer
To Create a Good Customer Experience, You Have To Stop Treating the Symptoms Article 2006-03-13 2,824 0 Leadership, Service and Support, Digital Marketing, Customer Analytics, Customer Experience, Customer Loyalty, Chief Customer Officer, Customer Information Architecture
How To Build Profits? Let Service People Do What They Do Best Article 2005-10-04 2,196 0 Leadership, Sales Performance, Service and Support, Contact Center, Customer Analytics, Customer Experience, Customer Loyalty, Customer Strategy, Chief Customer Officer, Customer Information Architecture, Employee Engagement, Telecommunications
When It Comes to Strategy, Don't Take a Page From Telecoms Article 2005-07-04 1,903 0 Leadership, Digital Marketing, Customer Experience, Customer Loyalty, Customer Strategy, Chief Customer Officer, Chief Information Officer, Customer Information Architecture, Telecommunications
Want To Know What's Best for the Customer? Ask Your Service People Article 2004-12-09 2,905 0 Digital Marketing, Contact Center, Customer Experience, Customer Loyalty, Chief Customer Officer, Employee Engagement

MarketPlace

Drive customer loyalty, empower support teams, and reduce costs. Get social.

[Feb 22] Guest speakers from Forrester Research, Allscripts, and CustomerThink will discuss market trends and research on social customer service strategies, as well as proven tactics from the trenches. Join the live webcast on Feb 22 at 10am Pacific (1pm EST).

Global Customer Experience Management (CEM) Certification Program

[March 13-14, Paris] An internationally recognized program with proven track record of success - being run for 33 times in 13 cities with attendees from 50 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.

10 Steps to a Single Customer View

Linking customer data across department databases and business units improves business intelligence, customer profiling, and customer management. This paper outlines 10 steps to improve the quality of customer contact data, including physical mail, email, and telephone information.

Featured Links

Salesforce CRM

The leader in customer relationship management and cloud computing.

Strategic Roadmap for Digital Marketing

Free e-book (no reg required). 15 articles by digital marketing thought leaders.

CEM Training and Certification

Patent-pending methodologies combine the art and science of Customer Experience Management.

Get your event or resource listed in the MarketPlace, reaching 200,000 business leaders monthly.
For more information, contact CustomerThink advertising sales.

Syndicate content
Loading

Follow CustomerThink

Top 10 Authors of 2011

  1. Stan Phelps, Synergy Events
  2. Dave Brock, Partners In EXCELLENCE
  3. Nick Stamoulis, Brick Marketing
  4. Cheryl Hanna, Service Untitled
  5. Matt Heinz, Heinz Marketing Inc
  6. Bob Thompson, CustomerThink Corp.
  7. Maz Iqbal, Dynamica Consulting Group
  8. Bob Apollo, Inflexion-Point
  9. Jacob Morgan, Chess Media Group
  10. Jesse Noyes, Eloqua

More About Top Authors »