Customer Care Article

Dick Wooden’s picture

By: Dick Wooden

Now let’s be real here and take a big-picture look at your company’s knowledge about its customers. For instance, when my firm reviews how a client uses its customer relationship management (CRM) system, invariably we find knowledge gaps in the operational processes it follows.

Customer Care

Customer Care


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Multiple Authors
By: Joan Mattson, Keri Dawson

Increasing product recalls, regulatory fines, and penalties have made product-safety compliance a top priority for many manufacturers. The Consumer Product Safety Improvement Act (CPSIA) and other global and regional product-quality regulations have subjected consumer-product companies to increased scrutiny. Today, the onus is on these companies to adopt a more proactive, sustainable, and agile approach to product safety, quality, and compliance.

American Customer Satisfaction Index ACSI’s picture

By: American Customer Satisfaction Index ACSI

The national customer satisfaction benchmark improved during the fourth quarter of 2012, rising 0.5 percent to an American Customer Satisfaction Index (ACSI) score of 76.3 on a scale of 0 to 100. Although most of the gain is due to improvements in the public sector—satisfaction rose for both federal and local government services—the national index also was helped by higher customer satisfaction in the retail and e-commerce sector.

Knowledge at Wharton’s picture

By: Knowledge at Wharton

In a world of endless information sharing, consumers have become the product. Platforms such as Google, Facebook, Foursquare, and Twitter are the new factory floor, and online users who leave digital crumbs as they browse the web and tap into social networks generate data that can be bought and sold.

Michael Lowenstein’s picture

By: Michael Lowenstein

There is a strong recognition that customer service is especially important in the branded experience. Service is one of the few times that companies will personally interact with their customers. This interaction helps the company understand customers’ needs while, at the same time, it shapes customers’ overall perception of the company, influencing both downstream communication and future purchase.

Michael Lowenstein’s picture

By: Michael Lowenstein

The word “advocate” has French and Latin origins. It has multiple applications, including legal, political, social care, and marketplace. It is the marketplace applications where the business, academic marketing, and management consulting communities have focused. Essentially, advocacy can be defined as active personal espousal or support of a brand, product, service, or company. As a concept and measurement technique, advocacy should not be confused with recommendation, which is simply one possible outcome of advocacy behavior.

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