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Overcoming the Recession
- Overcoming the RecessionThe Importance of the Customer Experience in a Down Economy An 84-page report that is a must read for anyone trying to figure out how to cut budget yet maintain profitable relationships with customers. Download Free at www.customerfutures.com
About This Blog
Public Relations 2.0
Sales Resources
Resources and Offers
Guest Authors
Guest Author Books
Shaun Smith: Managing the Customer Experience: Turning Customers into Advocates
- Jill Griffin: Customer Winback: How to Recapture Lost Customers--And Keep Them Loyal
Shaun Smith, Andy Milligan: Uncommon Practice: People Who Deliver a Great Brand Experience
Jill Griffin: Customer Loyalty: How To Earn It, How To Keep It
Shaun Smith, Andy Milligan: See Feel Think Do: The Power of Instinct in Business
Additional Opportunities
Customer Experience Sources
- Vox: Customer Experience Consulting
- Strativity Group
- Strategic Horizons LLP | Home
- Shaun Smith Website
- Shaun Smith Webinar (registration required)
- Paul Greenberg, 56 Group
- Net Promoter
- Loyalty Solutions - The Griffin Group
- Laura Ries: ORIGIN OF BRANDS
- John Todor On Customers
- Jeanne Bliss Webinar (registration required)
- How to Create Powerful Customer Experiences
- Experience Curve
- Encyclopedia of Psychology
- Customers Rock!
- Customer BLISS Website
- Cincom Systems: Contact Center
- CEO Refresher / Brainfood for Business
- CEM Whitepaper Registration
- CEM @ Wikipedia
Articles by John Todor
- A Great Call Center Experience
- Expanding the Value of the Customer Experience
- Before You Engineer a Customer Experience
- Trust in Customer Relationships
- Lego: Engaged Customers
- Why New Products Fail
- Voice Mail Marketing
- Ignorage, Customer Relationships and Opportunities
- Alienation in America and Customer Relationships
Articles by Louis Columbus
- Cutting Through the Hype: Where Web Services and SOA Are Really Working
- The Truth About SAP Integration
- How Supply Chain Disconnects Kill Channels
- The Elusive Art of Making Processes Pay
- Can CRM Avoid Commodity Hell?
- CRM’s Odd Couple
- Your Customer’s Expectations Are Your Future
- Blog Mining Gets Real
- Demystifying ROI by Measuring Marketing
- How To Create Sales Warriors
- RX for Marketing: Know Your Customers’ House of Pain
- Customers Are Redefining What Intimacy Is
- Marketing Imperialism
- Giving Good Webinar
- 2006: The Year Services Become King and other predictions
- The Fifth P of Marketing - Passion
- Putting the Value back into Value Propositions
- How Marketing Is Getting Its Groove Back
- Where Companies Are Getting Search Engine Marketing Results
- CRM News: Strategy: 2007: The Year Customer Churn Reshapes Industries
- CRM News: CRM Industry News: 2006 Prediction Scorecard From an Accidental Analyst
- CRM News: Retail: No Customer Left Behind
Articles by Shaun Smith
- Where Do You Start to Achieve Advocacy?
- Beyond Loyalty
- The CRM Guru -- Community for Business Leaders
- Greater China CRM
- The Customer Management Community
- Persona Global - Research tools and best-practices
- eCustomerServiceWorld - Customer service & CRM news, information, advice -
- Webster Buchanan Research - good for issues such as workforce alignment, CRM and process improvement
- Interbrand - lots of articles and interactive debate on every aspect of branding
Best Articles by Dale Wolf
- You Gotta Believe the Customer or Perish
- Would You Get in an Airplane that had a 2% Chance of Making a Safe Landing?
- Where Will Best Practices Take Us?
- We Gotta Get Beyond Demographics to Change the Customer Conversation
- Using jargon in content is like eating a six-foot sub … tastes good at the beginning
- Two Big Words -- Context and Consensus
- Turn Your Marketing GPS On
- The Would-Be, Could-Be Bank
- The Price of a Loyalty Card
- The New Experience Marketing Construct
- The New CEO Mandate
- The First Priority of Leadership is to Face Reality
- The First Five Seconds
- Taking the Beachhead
- Take the Next Step is All We Ask
- Table for Two: The Perfect Marketing Environment
- Shifting to Customer-Centricity
- Personality Traits of B2B Decision Makers
- Perfection and The Perfect Customer Relationship
- One Horse Can Pull 16 Tons
- Nothing Changes Overnight
- New Ways to Get Inside a Customer's Mind
- Measure the Right Things ...
- Measure Marketing or Perish
- Love Thy Distribution Channel
- Is Customer Experience a Fad or a Real Business Movement?
- Government Agency Gets Into Customer Experiential Metrics
- Getting to the Customer's Level
- Excellent Customer Experience Creates Profit
- Emotional Insights Drive Branding
- Developing the Value Proposition Statement
- Definitions Define Process
- Customer Management is a Process
- Customer Love is Good Business
- CRM Not Quite Dead on Arrival
- Corporate Gobbledygook
- Context Marketing. What and Why and How.
- Conjoint Analysis Reveals Customer Attributes
- Communicating with Differentiation
- Clean the Data Before You Build the Database
- Channel Proliferation Strategy
- Changing Minds
- Automated Contact Center is New Corporate Central Nervous System
- Are you kidding? A PERFECT Customer Experience?
- After Amazon ... The Line is Drawn
- A Brand is a Promise
- 7 Steps to Market to Personality Clusters
- "Teachable Moment" Marketing
Customer Experiences on YouTube
Access the Experts
- AMR Research
- Basex
- BDM News - Paul DiModica
- Big Picture Economics
- Business Simplification
- Cashing In with Content
- CIOview
- Compelling Success Story Specialists
- Context Rules Marketing
- Dave Stein -- How Winners Sell
- Document Strategy -- Kevin Craine
- Harte-Hanks Direct Marketing Services
- InfoTrends/CAP Ventures
- Intelliseek's BlogPulse
- Jon Anton -- Contact Center Management
- Keep It Simple Society -- KISS
- Knowlege Capital Group -- Analyst Relations
- Laura Ries -- Origin of Brands
- Many Worlds Thought Leadership
- Marcom Blog
- Market Wire -- Press Release Distribution
- Porter Research -- Win-Loss Analysis
- Revenue Science
- Ries & Ries Consulting
- Wikipedia
July 2009
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Recent Posts
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- Customer Experience Expert Shaun Smith to Speak in Chicago
- Julie, please transfer me to a real person. "Got it?"
- Delta Air Closes India Call Centers After Years of Customer Complaints
- Documents: The Overlooked Touchpoint
- Net Promoter Benchmark Reports Highlight Customer Experience Leaders in Financial Services, Telecommunications, Technology and Online Services
Books for Customer Experience Managers
Books for Customer Experience / 2
- Bernd H. Schmitt: A Revolutionary Approach to Connecting with Your Customers
- David Meerman Scott: The New Rules of Marketing & PR
Jonathan Tisch: Chocolates on the Pillow aren't Enough:Reinventing the Customer Experience
Employee Experience Books
- Leigh Branham: Keeping the People Who Keep You in Business
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