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customer surveys
(458 results)-
White Papers
Make Your CRM Work Harder - So You Don't Have To
Oct 2011
With your CRM working harder to deliver a unified, current view of your clients and prospects, you can concentrate on retaining your best customers, identifying new cross-sell and up-sell...
Provided by Dun & Bradstreet
-
White Papers
Executive Brief: Optimize Your Enterprise - Fuel Your Growth With Data in the Cloud
Oct 2011
Customer intelligence is one of the most important strategic assets any company possesses. I've experienced that myself firsthand, having managed enterprise data programs for more than 20 years. ...
Provided by Dun & Bradstreet
-
White Papers
Deliver Extraordinary Customer Experience
Oct 2010
Competition is fierce in today's economy and customers know this. They can easily search the Internet to find companies that sell similar products or services at competitive prices. That's why...
Provided by Oracle
-
Case Studies
Survey Finds Widespread Use of Video Conferencing
Feb 2010
A survey commissioned by Global IP Solutions has found use of video conferencing technology to be widespread among business professionals. GIPS asked Research Now to survey 1,200 business...
Provided by Global IP Solutions
-
Webcasts
Delivering a "Wow" Customer Experience
Dec 2009
In today's environment, companies can't just compete on price and product. They must also deliver a great customer experience. Rich Caballero, vice president of product management at Oracle,...
Provided by Oracle
-
White Papers
BPM Case Study; WebSphere Lombardi Edition discovered $2 Million per quarter in savings.
Dec 2010
This large computer manufacturer is one of the world's leading computer systems companies. They design, build and customize products and services to satisfy a range of customer requirements. Their...
Provided by IBM
-
White Papers
Create Enduring Customer Relationships
Jan 2009
In today's environment, customers are spending less yet competition is more intense than ever. Loyalty initiatives must evolve beyond traditional reward programs to become a strategic part of the...
Provided by Oracle
-
White Papers
The Customer Loyalty Playbook: 4 Steps to Build Loyal, High-Value Customers
Oct 2010
Loyal customers are your company's most valuable asset. While many organizations have struggled in these challenging economic times, companies that have tapped into the long-term loyalty of their...
Provided by Oracle
-
e-Books
Oracle Exadata eBook
Mar 2012
Check out the new Exadata e-book packed with the latest real-world examples, insights, and tips for IT professionals. This interactive e-book experience features customer success stories and video...
Provided by Oracle
-
White Papers
Is Your Company A Customer Survey Score Whore?
Jan 2009
Becoming a hero to your customers is more about reliability than it is about heroics. You don't have to leap tall buildings in a single bound. If they could just count on you to always deliver, to...
Provided by MarketingProfs
-
White Papers
2009 Study: Consumer Attitudes About Behavioral Targeting
Mar 2009
Behavioral targeting has become a critical online trust issue, What do consumers think about having their browsing behaviors tracked for marketing purposes? TRUSTe and TNS surveyed consumer...
Provided by TRUSTe
-
White Papers
The Changing Face of Commuting
Dec 2008
Citrix Online and the polling company™ recently joined forces to conduct a survey on the subject of Web commuting.
Provided by Citrix Online
-
White Papers
Adobe LiveCycle solutions for intuitive user experiences
Sep 2009
With Adobe® LiveCycle® Enterprise Suite (ES2) software, organizations like yours can easily deploy intuitive user experiences, using flexible guides and RIAs to help increase customer satisfaction...
Provided by Adobe Systems
-
White Papers
Mainstream: Not A Target Market
Jul 2009
Mainstream is not a target market. In fact, by trying to blandly appeal to everyone, you wind up not really appealing to anyone in particular. Your target customers, of course, are those who are...
Provided by American Express
-
White Papers
The Art Of The Customer Surveys
Sep 2008
As a small business owner, you're probably concerned about what your customers think of you, and many of you have done, or would like to do, customer surveys. Customers do not want spend time...
Provided by American Express
-
White Papers
The Road To Recovery: A Report On Consumer Behavior In The New Economy
Sep 2009
Consumer behavior typically returns to normal soon after recessions end. However, in extreme cases, such as the Great Depression of the 1930s, financial crisis may influence the consumer psyche...
Provided by Accenture
-
White Papers
Why Customer Centricity Matters: Sustaining High Performance Through Uncertain Times
Mar 2009
As organizations around the world confront new economic realities, many find organizing an effective response in this highly complex, highly uncertain environment to be uniquely challenging. Their...
Provided by Accenture
-
White Papers
Seamless Communication: Simplicity, Efficiency, and Transparency Achieved Through Integrated Wireline and Wireless Services
Nov 2009
Reduce costs, minimize complexity and improve worker productivity by integrating your wireline and wireless services. Respected consulting firm IDC examines the benefits, challenges and the...
Provided by Sprint
-
Webcasts
Knowledge Unleashed: Using Customer Intelligence to Move the Needle
Jan 2010
Learn about the benefits of employing enterprise policy management in your organization. Gain strategic insight on how to advance to the next level of service by leveraging customer intelligence...
Provided by Convergys
-
White Papers
The Total Customer Experience: Best Practices of Cisco, Lands' End, and Air Products and Chemicals
Sep 2005
Regardless of whether we are business customers or independent consumers, we desire "one version of the truth." Learn how best-practice organizations provide one version of truth to employees and...
Provided by APQC
-
Webcasts
Improve Customer Satisfaction: Deliver More Revenue
Mar 2010
Insight into customer satisfaction is a key indicator to a repeatable, lasting revenue stream and loyal customers. Gaining information into how active customers are, repeat product purchases,...
Provided by IBM
-
White Papers
Improving First-Call Resolution with Team Collaboration Technology
Dec 2009
This new white paper examines key challenges facing customer support organizations and explores the many advantages of collaborative remote support, including ad hoc training, faster first-contact...
Provided by Citrix Online
-
White Papers
The Next Frontier for Support Centers
Mar 2010
This smith+co white paper explores the importance of the customer experience and the role of technology in creating, nurturing and strengthening customer relationships with every single interaction.
Provided by Citrix Online
-
White Papers
Do You Know The 'Voice' Of Your Customer?
Jan 2010
How well do you know the business issues driving your customer's decision process? Without this bit of strategic insight, your company's vision may fail to take root or a well-intended product may...
Provided by Bloofusion
-
White Papers
Customer Advisory Board: Frequently Asked Questions
Jan 2010
Many companies, both large and small, are considering or are already running customer or partner advisory boards. These sessions can be very effective tools to gain feedback on strategic...
Provided by Bloofusion
-
White Papers
Are You Getting Strategic Insight From Your Best Customers?
Jan 2010
Many companies are now beginning to discover that a Customer Advisory Board (CAB) can greatly help them develop, validate, and enhance crisp business strategies. In addition, CABs are being used...
Provided by KickStart Alliance
-
White Papers
What Came First, The CAB Or The Executive Relationship?
Sep 2009
Great CABs don't just happen. They happen because the executives and CAB managers who run them know they will be successful. Senior executives invest their time and energy to invite the right...
Provided by KickStart Alliance
-
White Papers
Desire To Acquire: Powerlessness And Compensatory Consumption
Apr 2010
Feeling powerless is an aversive psychological state that people try to eliminate or diminish. Given that high status is often a signal of power, demonstrating high status through the purchase of...
Provided by Northwestern University (Kellogg)
-
White Papers
Surveying Sensitive Topics: New Tools Help Correct For Survey Bias
Apr 2010
Getting truthful answers to survey questions about sensitive matters - such as using illegal drugs or cheating on taxes - is a challenge. Even when promised anonymity, people who break the rules...
Provided by Northwestern University (Kellogg)
-
White Papers
Membership Has Its Punishments
Jan 2010
If you think that frequent flier programs and other tactics that reward customers for their loyalty to a particular company ensure good deals for consumers, think again. Consumers may not benefit...
Provided by Northwestern University (Kellogg)
-
White Papers
The Art Of Persuasion: Aligning Consumer Goals With Level Of Abstraction
Oct 2009
The researchers found that when consumers aimed to fulfill aspirations and satisfy achievement goals, more abstract messages - for example, those highlighting the freedom TiVo provides -...
Provided by Northwestern University (Kellogg)
-
White Papers
A (Sales)Taxing Proposition
Feb 2009
It has long been said that no things in life are more certain than death and taxes. If anything could challenge these certainties, it might be the Internet - regarding taxes at least. While its...
Provided by Northwestern University (Kellogg)
-
White Papers
Seeking Pleasure? Or Avoiding Pain?: It All Depends Upon How Customers View Themselves
Apr 2007
Will your customers respond more strongly to advertising that promises fun, happiness and prosperity? Or will an ad stressing the avoidance of illness or hardship be a better sell? The answer...
Provided by Northwestern University (Kellogg)
-
White Papers
Wal-Mart Supercenter Versus The Traditional Supermarket
May 2007
There were other trends among the households that remained loyal to the local supermarket. These households were more likely to buy fresh produce, seafood, and meal replacements such as deli...
Provided by Northwestern University (Kellogg)
-
White Papers
Trust Required Here
Aug 2007
Buying a used car is always a difficult experience, in large part because potential buyers have trouble trusting sellers. Trust is an elusive but important component in market transactions. There...
Provided by Northwestern University (Kellogg)
-
White Papers
Predicting Customer Lifetime Value: When Is It Sensible To Give Perks To Customers?
Feb 2008
If you have been a great customer, catalog companies may send you more mailings, airlines may give you priority for upgrades, credit card companies may waive late fees, and hotels may leave a...
Provided by Northwestern University (Kellogg)
-
White Papers
Deloitte Consumer Pulse Survey: Post Health Care Reform Perceptions
Jun 2010
The Deloitte Center for Health Solutions (DCHS), part of Deloitte LLP, conducted a survey of consumers in May 2010, to gauge their opinion about the U.S. health care system after the Patient...
Provided by Deloitte LLP
-
White Papers
2010 U.S. Survey Of Health Care Consumers: Key Findings
May 2010
Since 2008, the Deloitte Center for Health Solutions has conducted its annual survey of health care consumers to assess behaviors, attitudes and unmet needs, and to quantify year-to-year changes....
Provided by Deloitte LLP
-
White Papers
Generational Overview: 2010 Survey Of Health Care Consumers
May 2010
As part of its comprehensive analysis of U.S. health care consumers, the "2010 Survey of Health Care Consumers," from the Deloitte Center for Health Solutions, examined generational attitudes and...
Provided by Deloitte LLP
-
White Papers
Many U.S. Consumers Want Major Changes In Health Care Design, Delivery
Feb 2008
In recent years, the role that consumers play in the U.S. health care system has become a prominent theme as employer- and government-sponsored insurance programs promote consumerism and...
Provided by Deloitte LLP
-
White Papers
Smarter commerce for Consumer Products
Apr 2012
As our planet becomes increasingly interconnected, instrumented and infused with intelligence, a new consumer is emerging - an empowered consumer. Enabled by technology and social media, these...
Provided by IBM
-
White Papers
Readying your portals for social business
Apr 2012
Improve business outcomes by adding social and real-time collaboration to your portals to realize value through greater revenue, improved customer satisfaction and lower operational costs
Provided by IBM
-
Podcasts
Standard Bank Customer Video
Mar 2012
See how Standard Bank S.A. offers an innovative, new banking channel with a compelling mobile customer experience using SAP's mobile platform.
Provided by SAP
-
e-Books
Oracle Exadata eBook
Mar 2012
Check out the new Exadata e-book packed with the latest real-world examples, insights, and tips for IT professionals. This interactive e-book experience features customer success stories and video...
Provided by Oracle
-
White Papers
The Analytics Experience
Jan 2012
The customer is king. Learn how analytics can help with the royal treatment.
Provided by IBM
-
White Papers
Lower Costs and Boost Customer Loyalty by Injecting Knowledge into CRM
Jan 2012
Across industries, those responsible for customer support are charged with lowering costs and improving customer loyalty. But often these goals are seen as diametrically opposed. Whether it's...
Provided by Oracle
-
White Papers
Adobe's Approach to Customer Experience Management
Dec 2011
The financial impact of delivering improved customer experiences is significant. Forrester estimates the annual revenue gains from improved customer experiences can range from $46M to $1.7B,...
Provided by Adobe Systems
-
White Papers
Forrester's "Empowering Customers by Transforming Business Processes"
Aug 2011
Customers today have more power than ever before. They have tremendous influence and reach through social media, more purchasing options and choices of whom to buy from, and high expectations...
Provided by Adobe Systems
-
White Papers
CIO2CIO: Use IT to Deliver a Superior Customer Experience -- and Beat the Competition
Dec 2011
With today's challenges of the global economy and the onslaught of technologies that give consumers more information and power than ever before, it's never been more critical to business survival...
Provided by Adobe Systems
-
White Papers
Executive Brief: Optimize Your Enterprise - Fuel Your Growth With Data in the Cloud
Oct 2011
Customer intelligence is one of the most important strategic assets any company possesses. I've experienced that myself firsthand, having managed enterprise data programs for more than 20 years. ...
Provided by Dun & Bradstreet
-
White Papers
Make Your CRM Work Harder - So You Don't Have To
Oct 2011
With your CRM working harder to deliver a unified, current view of your clients and prospects, you can concentrate on retaining your best customers, identifying new cross-sell and up-sell...
Provided by Dun & Bradstreet
-
White Papers
Asset Pricing With Heterogeneous Consumers: When The Data Has Yet To Meet A Theory It Likes
May 2008
The authors present empirical evidence that uninsurable idiosyncratic consumption risk cannot explain the magnitude of the equity premium. Using Consumer Expenditure Survey data set on household...
Provided by Penn State University
-
Webcasts
eGovernment Survey Video: Context And Interviews Of Graham Colclough And Dinand Tinholt
Jan 2011
This webcast shows the 8th Benchmark Measurement on EU eGovernment was launched on 19 November at the EU Conference in Malmo. The presenters involved in the preparation of the survey for the...
Provided by Capgemini
-
White Papers
The Social Customer Engagement Index
Jul 2011
Companies are turning to social channels to engage with customers and prospects and build better, longer relationships with them. And, as organizations adopt social tools and strategies to engage...
Provided by SAP
-
White Papers
Nine Easy Steps for Quick Customer Experience Tune Up
Jul 2011
Customer experience (CE) is the new imperative. However, among the top concerns companies have regarding CE are cost and delayed return on investment. The good news is that there are short-term...
Provided by SAP
-
White Papers
Strategies for Evolving into a Multisided Business
Jul 2011
Discover how telecom companies like yours can take advantage of profitable new multisided business models that require changes in how you collaborate with partners, price offerings, and service...
Provided by SAP
-
e-Books
The Customer Experience Edge
Jul 2011
Read how across industries, companies are investing in technology and techniques for mapping high-quality and profitable customer experiences: identifying and creating innovative ways to close...
Provided by SAP
-
White Papers
How To Achieve a Great and Profitable Customer Experience
Jul 2011
Read this first of four reports based on a global survey of executives on customer experience management, as well as interviews of SAP customers and industry influencers and analysts. (Bloomberg...
Provided by SAP
-
White Papers
The Role Of Experts In Creating Customer Value - Renovation Of Housing Company
Aug 2010
Inexperienced people carrying out the renovation can 'Ruin' the whole project and the residents feel they did not receive value for their investment. Lack of necessary knowledge of renovations,...
Provided by Tampere University of Technology
-
White Papers
Measuring Customer Satisfaction In Industrial Markets - New Insights Into Aggregating Individual Satisfaction Judgments
Aug 2010
The purpose of this paper is to analyze the relationship between the individual customer satisfaction judgments of the members of a buying center and their conjoint buying center satisfaction in...
Provided by Universität Tübingen
-
White Papers
Using Scripts To Understand The Customer's Side Of The Service Process
Aug 2010
Although much research has been done on customer integration and customer orientation, most work has focused on the supplier side of the company. The authors want to show that more attention for...
Provided by Freie Universitat Berlin
-
White Papers
Constructing Customer Reference Portfolio For Launching Innovations
Jun 2008
The purpose of the paper is to increase understanding of reference usage by constructing a customer reference portfolio for launching industrial innovations. The research questions are: What is an...
Provided by Lappeenranta University of Technology
-
White Papers
Developing Business Customer's Value Perception Through Service Modularity
Aug 2010
The present challenge for many service firms is to develop an offering that is flexible and open for tailoring by the customers and at the same time achieve efficiency through standardizing...
Provided by IMP Group
-
White Papers
Can National Survey Data Be Used To Select A Core Set Of Indicators For Monitoring The Sustainability Of Urban Mobility Policies?
Oct 2009
The gradual expansion of urban transport systems brings a series of undesirable socio-economic and environmental impacts that affect the quality of life in cities. Assessing the performance of...
Provided by Centre For North South Economic Research
-
White Papers
The Future Of Marketing: From Monologue To Dialogue
Sep 2006
The past two years have witnessed the first examples of true two-way marketing "Conversations" between customers and some of the world's leading consumer brands. Driven by a confluence of...
Provided by Economist Intelligence Unit
-
White Papers
Improving Customer Relationships: An Integrated Approach
Nov 2007
Few executives would disagree that customers are critical to their firm's success. The very premise of a business, after all, is to make a profit by selling goods and services to others. Following...
Provided by Economist Intelligence Unit
-
White Papers
Intelligent Merchandising: Creating A Unique Shopping Experience
May 2007
Back in the late 1990s, many of the bulletin boards and cubicles at the headquarters of Dell Computer sported a sign that read "The Customer Experience: Own It." Those were not empty words. Dell...
Provided by Economist Intelligence Unit
-
White Papers
Maturing With The Millennials: Are Organisations Prepared For The Millennial Consumer?
Sep 2008
The baby-boomer generation is a demographic group that has been studied closely for decades. Its influence on everything from consumer spending to public finance has captured headlines and shaped...
Provided by Economist Intelligence Unit
-
White Papers
Beyond Transactions: Building Customer Partnerships In Consumer Goods
Oct 2009
The global recession and falling demand have hit the consumer goods sector harder than other industries. Except in China and a handful of smaller economies, retail sales fell dramatically in 2009...
Provided by Economist Intelligence Unit
-
White Papers
Customer Loyalty Analysis
Jan 2011
Leading companies recognize that the key to success is creating superior value for customers. Usually, companies think of value as the way to attract new business. But they often overlook the...
Provided by Rath & Strong Management Consultants
-
White Papers
Life Cycle Cost Disclosure,Consumer Behavior, And Business Implications
Feb 2010
Comprehensive assessments of final consumption have identified "Housing" as a major contributor to total environmental impacts. Do consumers opt for more energy-efficient household appliances if...
Provided by Yale University
-
White Papers
You've Changed. Will Your Current Customers Care?
Aug 2010
Smart companies will continue to expand their offerings, innovate, and explore new opportunities for growth. Their resources and focus has been on developing and fine-tuning a new offering. But as...
Provided by Godfrey
-
White Papers
12 Trends: That Will Define Business In The "New Normal"
Aug 2010
Business as usual is undergoing a transformation brought on by changing consumer tastes and dramatic economic pressures. Companies now have to find new ways to appeal to consumers scarred by the...
Provided by Vistage International
-
White Papers
30 Days To A Breakthrough Customer Experience
Feb 2010
Companies are typically organized by function, so product design, marketing, sales, operations, billing and customer service each see and impact only a part of the customer experience. But your...
Provided by Overpromise
-
White Papers
How To Guide: Engage Targets With Market Research
Jul 2009
Market research is the process of systematically gathering, recording, and analyzing data regarding customers, competitors, and market conditions, to help organizations make better business...
Provided by Demand Metric
-
White Papers
Customer Order Flow, Information And Liquidity On The Hungarian Foreign Exchange Market
Aug 2006
Customer order flow - signed transaction volume between market makers and their customers - is a key concept in the microstructure approach to exchange rates. Microstructure models, such as Kyle...
Provided by Magyar Nemzeti Bank
-
White Papers
Why Are Survey Forecasts Superior To Model Forecasts?
Sep 2010
The authors investigate two characteristics of survey forecasts that are shown to contribute to their superiority over purely model-based forecasts. These are that the consensus forecasts...
Provided by University of Warwick
-
White Papers
Defining Twenty First Century Merchandising
Feb 2011
RSR conducts benchmark studies on the state of the art and science of merchandising every year. This year, our going-in hypothesis was that after a series of fits and starts, the retail thought...
Provided by SAP
-
White Papers
From Insight To Action: How Alerts & Triggers Can Transform Your Surveys
Oct 2009
The simplest [theory] is that satisfaction surveys appeal to customers' desire to be coddled, reinforcing positive feelings they may already have about the surveying organization and making them...
Provided by Vovici
-
White Papers
Realism In Research: Innovative Use Of 3D Animation For Qualitative & Quantitative Research Methodologies
Jul 2010
To a very large degree, people experience and interact with their surroundings from a visual perspective. An often-cited advantage of mail- and Internet-based surveys over telephone surveys is the...
Provided by Decision Analyst
-
White Papers
How To Achieve a Great and Profitable Customer Experience
Jul 2011
Read this first of four reports based on a global survey of executives on customer experience management, as well as interviews of SAP customers and industry influencers and analysts. (Bloomberg...
Provided by SAP
-
White Papers
The Social Customer Engagement Index
Jul 2011
Companies are turning to social channels to engage with customers and prospects and build better, longer relationships with them. And, as organizations adopt social tools and strategies to engage...
Provided by SAP
-
White Papers
Make Your CRM Work Harder - So You Don't Have To
Oct 2011
With your CRM working harder to deliver a unified, current view of your clients and prospects, you can concentrate on retaining your best customers, identifying new cross-sell and up-sell...
Provided by Dun & Bradstreet
-
White Papers
BPM Case Study; WebSphere Lombardi Edition discovered $2 Million per quarter in savings.
Dec 2010
This large computer manufacturer is one of the world's leading computer systems companies. They design, build and customize products and services to satisfy a range of customer requirements. Their...
Provided by IBM
-
White Papers
Create Enduring Customer Relationships
Jan 2009
In today's environment, customers are spending less yet competition is more intense than ever. Loyalty initiatives must evolve beyond traditional reward programs to become a strategic part of the...
Provided by Oracle
-
White Papers
Is Your Company A Customer Survey Score Whore?
Jan 2009
Becoming a hero to your customers is more about reliability than it is about heroics. You don't have to leap tall buildings in a single bound. If they could just count on you to always deliver, to...
Provided by MarketingProfs
-
White Papers
2009 Study: Consumer Attitudes About Behavioral Targeting
Mar 2009
Behavioral targeting has become a critical online trust issue, What do consumers think about having their browsing behaviors tracked for marketing purposes? TRUSTe and TNS surveyed consumer...
Provided by TRUSTe
-
White Papers
The Changing Face of Commuting
Dec 2008
Citrix Online and the polling company™ recently joined forces to conduct a survey on the subject of Web commuting.
Provided by Citrix Online
-
White Papers
Adobe LiveCycle solutions for intuitive user experiences
Sep 2009
With Adobe® LiveCycle® Enterprise Suite (ES2) software, organizations like yours can easily deploy intuitive user experiences, using flexible guides and RIAs to help increase customer satisfaction...
Provided by Adobe Systems
-
White Papers
Mainstream: Not A Target Market
Jul 2009
Mainstream is not a target market. In fact, by trying to blandly appeal to everyone, you wind up not really appealing to anyone in particular. Your target customers, of course, are those who are...
Provided by American Express
-
White Papers
The Art Of The Customer Surveys
Sep 2008
As a small business owner, you're probably concerned about what your customers think of you, and many of you have done, or would like to do, customer surveys. Customers do not want spend time...
Provided by American Express
-
White Papers
The Road To Recovery: A Report On Consumer Behavior In The New Economy
Sep 2009
Consumer behavior typically returns to normal soon after recessions end. However, in extreme cases, such as the Great Depression of the 1930s, financial crisis may influence the consumer psyche...
Provided by Accenture
-
White Papers
Why Customer Centricity Matters: Sustaining High Performance Through Uncertain Times
Mar 2009
As organizations around the world confront new economic realities, many find organizing an effective response in this highly complex, highly uncertain environment to be uniquely challenging. Their...
Provided by Accenture
-
White Papers
Seamless Communication: Simplicity, Efficiency, and Transparency Achieved Through Integrated Wireline and Wireless Services
Nov 2009
Reduce costs, minimize complexity and improve worker productivity by integrating your wireline and wireless services. Respected consulting firm IDC examines the benefits, challenges and the...
Provided by Sprint
-
Webcasts
Delivering a "Wow" Customer Experience
Dec 2009
In today's environment, companies can't just compete on price and product. They must also deliver a great customer experience. Rich Caballero, vice president of product management at Oracle,...
Provided by Oracle
-
Webcasts
Knowledge Unleashed: Using Customer Intelligence to Move the Needle
Jan 2010
Learn about the benefits of employing enterprise policy management in your organization. Gain strategic insight on how to advance to the next level of service by leveraging customer intelligence...
Provided by Convergys
-
White Papers
The Total Customer Experience: Best Practices of Cisco, Lands' End, and Air Products and Chemicals
Sep 2005
Regardless of whether we are business customers or independent consumers, we desire "one version of the truth." Learn how best-practice organizations provide one version of truth to employees and...
Provided by APQC
-
Case Studies
Survey Finds Widespread Use of Video Conferencing
Feb 2010
A survey commissioned by Global IP Solutions has found use of video conferencing technology to be widespread among business professionals. GIPS asked Research Now to survey 1,200 business...
Provided by Global IP Solutions
-
Webcasts
Improve Customer Satisfaction: Deliver More Revenue
Mar 2010
Insight into customer satisfaction is a key indicator to a repeatable, lasting revenue stream and loyal customers. Gaining information into how active customers are, repeat product purchases,...
Provided by IBM
-
White Papers
Improving First-Call Resolution with Team Collaboration Technology
Dec 2009
This new white paper examines key challenges facing customer support organizations and explores the many advantages of collaborative remote support, including ad hoc training, faster first-contact...
Provided by Citrix Online
-
White Papers
The Next Frontier for Support Centers
Mar 2010
This smith+co white paper explores the importance of the customer experience and the role of technology in creating, nurturing and strengthening customer relationships with every single interaction.
Provided by Citrix Online
-
White Papers
Do You Know The 'Voice' Of Your Customer?
Jan 2010
How well do you know the business issues driving your customer's decision process? Without this bit of strategic insight, your company's vision may fail to take root or a well-intended product may...
Provided by Bloofusion
-
White Papers
Customer Advisory Board: Frequently Asked Questions
Jan 2010
Many companies, both large and small, are considering or are already running customer or partner advisory boards. These sessions can be very effective tools to gain feedback on strategic...
Provided by Bloofusion
-
White Papers
Are You Getting Strategic Insight From Your Best Customers?
Jan 2010
Many companies are now beginning to discover that a Customer Advisory Board (CAB) can greatly help them develop, validate, and enhance crisp business strategies. In addition, CABs are being used...
Provided by KickStart Alliance
-
White Papers
What Came First, The CAB Or The Executive Relationship?
Sep 2009
Great CABs don't just happen. They happen because the executives and CAB managers who run them know they will be successful. Senior executives invest their time and energy to invite the right...
Provided by KickStart Alliance
-
White Papers
Desire To Acquire: Powerlessness And Compensatory Consumption
Apr 2010
Feeling powerless is an aversive psychological state that people try to eliminate or diminish. Given that high status is often a signal of power, demonstrating high status through the purchase of...
Provided by Northwestern University (Kellogg)
-
White Papers
Surveying Sensitive Topics: New Tools Help Correct For Survey Bias
Apr 2010
Getting truthful answers to survey questions about sensitive matters - such as using illegal drugs or cheating on taxes - is a challenge. Even when promised anonymity, people who break the rules...
Provided by Northwestern University (Kellogg)
-
White Papers
Membership Has Its Punishments
Jan 2010
If you think that frequent flier programs and other tactics that reward customers for their loyalty to a particular company ensure good deals for consumers, think again. Consumers may not benefit...
Provided by Northwestern University (Kellogg)
-
White Papers
The Art Of Persuasion: Aligning Consumer Goals With Level Of Abstraction
Oct 2009
The researchers found that when consumers aimed to fulfill aspirations and satisfy achievement goals, more abstract messages - for example, those highlighting the freedom TiVo provides -...
Provided by Northwestern University (Kellogg)
-
White Papers
A (Sales)Taxing Proposition
Feb 2009
It has long been said that no things in life are more certain than death and taxes. If anything could challenge these certainties, it might be the Internet - regarding taxes at least. While its...
Provided by Northwestern University (Kellogg)
-
White Papers
Seeking Pleasure? Or Avoiding Pain?: It All Depends Upon How Customers View Themselves
Apr 2007
Will your customers respond more strongly to advertising that promises fun, happiness and prosperity? Or will an ad stressing the avoidance of illness or hardship be a better sell? The answer...
Provided by Northwestern University (Kellogg)
-
White Papers
Wal-Mart Supercenter Versus The Traditional Supermarket
May 2007
There were other trends among the households that remained loyal to the local supermarket. These households were more likely to buy fresh produce, seafood, and meal replacements such as deli...
Provided by Northwestern University (Kellogg)
-
White Papers
Trust Required Here
Aug 2007
Buying a used car is always a difficult experience, in large part because potential buyers have trouble trusting sellers. Trust is an elusive but important component in market transactions. There...
Provided by Northwestern University (Kellogg)
-
White Papers
Predicting Customer Lifetime Value: When Is It Sensible To Give Perks To Customers?
Feb 2008
If you have been a great customer, catalog companies may send you more mailings, airlines may give you priority for upgrades, credit card companies may waive late fees, and hotels may leave a...
Provided by Northwestern University (Kellogg)
-
White Papers
Deloitte Consumer Pulse Survey: Post Health Care Reform Perceptions
Jun 2010
The Deloitte Center for Health Solutions (DCHS), part of Deloitte LLP, conducted a survey of consumers in May 2010, to gauge their opinion about the U.S. health care system after the Patient...
Provided by Deloitte LLP
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White Papers
2010 U.S. Survey Of Health Care Consumers: Key Findings
May 2010
Since 2008, the Deloitte Center for Health Solutions has conducted its annual survey of health care consumers to assess behaviors, attitudes and unmet needs, and to quantify year-to-year changes....
Provided by Deloitte LLP
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White Papers
Generational Overview: 2010 Survey Of Health Care Consumers
May 2010
As part of its comprehensive analysis of U.S. health care consumers, the "2010 Survey of Health Care Consumers," from the Deloitte Center for Health Solutions, examined generational attitudes and...
Provided by Deloitte LLP
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White Papers
Many U.S. Consumers Want Major Changes In Health Care Design, Delivery
Feb 2008
In recent years, the role that consumers play in the U.S. health care system has become a prominent theme as employer- and government-sponsored insurance programs promote consumerism and...
Provided by Deloitte LLP
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White Papers
Men Vs. Women: 2008 Survey Of Health Care Consumers
Jan 2010
When it comes to health care attitudes and actions, the divide between the two genders is wide. The findings of the inaugural 2008 Deloitte Survey of Health Care Consumers, a comprehensive online...
Provided by Deloitte LLP
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White Papers
Health Care Policy & Politics: 2008 Survey Of Health Care Consumers
May 2009
The Deloitte 2008 Survey of Health Care Consumers asked more than 3,000 respondents about health care and politics, about taxes and the uninsured, about state-mandated insurance. With a growing...
Provided by Deloitte LLP
