Thought Leader:
5 Answers Every CEO Should Want to
Know About Customers
How Customer Profits Suffer When No One’s Keeping
Customer Score

By Jeanne Bliss, Founder of CustomerBliss

CEOs want to be customer-focused, but too often they simply react to whatever issue lands at their feet. A far better approach is focusing on a few crucial issues which erode customer loyalty and profitability, says consultant Jeanne Bliss, author of Chief Customer Officer: Getting Past Lip Service to Passionate Action.

In this article, Bliss serves up five questions and answers which can cut through the clutter surrounding the drive for customer experience and profitability, and be a potent first step in energizing a faltering customer focus.

Read the article (registration not required)

CustomerSat Leadership Conference 2008
May 13 & 14, 2008 - San Jose, California

Join CustomerSat and your customer advocacy colleagues for an interactive learning experience and networking opportunity that will initiate discussion around key trends, best practices, loyalty measurement and evolving customer requirements.
This event is for CustomerSat clients only.

Log-in to learn more

Best Practice:
Action Priority (Quad) Charts Point the
Way to Focused Action

By William J. Herald, Ph.D.

Even global enterprises have limited resources to devote to improving customer satisfaction, so prioritizing action is crucial. Action priority charts (often known as quad charts) can be invaluable tools in uncovering the most effective places to focus your energy and investment.

CustomerSat Research Consultant William Herald explains how to choose the best type of chart for your organization.

Read the article (registration not required)

Customer Profile:
Collecting Feedback is a Start!
Now Do Something With It!

Most organizations collect customer feedback, but few have a clearly constructed methodology and tangible process to make data actionable. Amdocs does...And it works!

During this webinar, Vito Wasniewski, Senior Principal, explains how Amdocs, the market leader in customer experience systems innovation, integrated a survey action plan process into their organization. Learn how Amdocs leveraged their Survey Action Plan Process into an embedded and collaborative relationship with one of the largest advertising and publishing companies in the nation.

View the webinar

Live Webinar: Connecting the Silos for Customer Growth and Profitability: April 16. During this one-hour session, Jeanne Bliss will provide leaders the tools and information to begin to overcome organizational inertia and deliver a meaningful customer experience and corporate culture to sustain it. Learn more

SSPA Best Practices & Technology Services Expo 2008: May 4 - 6, Santa Clara, CA. Gain perspective and knowledge you need to advance your organization in the Essential Elements of Support. Learn more

CustomerSat Leadership Conference 2008: May 13 - 14, San Jose, CA. For CustomerSat clients only, this interactive learning experience and networking opportunity will initiate discussion around key trends, best practices, loyalty measurement and evolving customer requirements. Log-in to learn more

9th Annual CCSF Retreat 2008: June 9 - 11, Las Vegas, NV. This event pushes you to build lasting connections, exceed consumer expectations and create memorable customer experiences. Learn more