Thought Leader:
Three Simple Steps to Improve Your Customer Experience

By Patricia B. Seybold
CEO and Sr. Consultant, Patricia Seybold Group

Is your company too hard to do business with? Are prospects frustrated by customer-unfriendly policies or missing infrastructure? The only real competitive differentiator, says customer experience expert Patricia Seybold, is the quality of the customer experience.

What qualities do customers associate with your brand? Seybold suggests three simple steps you can undertake today to start turning your organization "outside in," transforming its culture, processes and behavior to put the customer first.

Read the interview (registration not required)

Article:
Understanding and Managing Cultural and Country Differences in Customer Ratings

by Marya Darabont

With operations spanning the globe, multinational companies face additional challenges when measuring customer satisfaction and loyalty across national boundaries. Accurate language translations are only the beginning. Each country's cultural norms and expectations affect customers’ perception of service quality and how they respond to survey questions.

Marya Darabont, Research Consultant for CustomerSat Professional Services in Europe, examines regional- and country-level cultural differences and response styles across survey results.

Read the article (registration not required)

CRMA National Conference: Apr. 17-18, Atlanta, GA. Learn how to measure the lifetime value of your customers and choose strategies that will deliver the best return on your customer investment. Leverage technology to deliver a better customer experience. Learn More

SSPA Best Practices Conference: May 6-8, San Diego, CA. This conference offers over 80 sessions in nine tracks featuring people, process and technology best practices for optimizing support to deliver exceptional customer value. Learn More

Greater China CRM, Customer Experience Management Certificate Training: May 31-June 2, San Francisco, CA. Learn cutting-edge CEM methods from a team of international gurus. Certificate endorsed by 8 leading authorities. Learn More

Shared Insights: 8th Annual CCSF Retreat: June 4-6, Boca Raton, FL. This event will feature networking activities that will introduce you to others in the industry, assist you in answering your pressing questions and provide you with invaluable opportunities to learn from those that have “been there done that”. Learn More