Customer Profile:
Canon U.S.A.
Perfecting the Product Experience with Award-Winning Customer Service

Customers no longer judge you merely by the quality of your products, but by the entire product experience. Just a few years ago, satisfaction ratings were “totally unacceptable,” admits Cathleen Combs of Canon U.S.A.’s Customer Support Operation.

Today, thanks to timely customer feedback, the company is the reigning champion in its field, winner of PC Magazine’s “Readers’ Choice Award” three years in a row. Learn how Canon uncovered the factors driving its low ratings and turned around its customer satisfaction scores.

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Last Call for ACE Award Application Submissions!

The CustomerSat ACE Awards certify, acknowledge, and celebrate outstanding achievement in customer satisfaction maintained throughout the year.

ACE Award applications are being accepted through October 1, 2007.
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Thought Leader:
The State of Customer Win-back
The How's and Why's Behind this Untapped Corporate Competency

By Jill Griffin
President, Griffin Group

Once you lose a customer, are they gone forever? No, wooing back lost customers can actually be a rich source of renewed revenue. Yet according to the Griffin Group/CustomerSat 2007 Winback and Loss Study, relatively few companies even try to win back customers. Worse, nearly half don’t even know how many they lose each year.

Customer loyalty expert Jill Griffin, co-author of Customer Winback, reveals more startling survey results, and explains why winbacks are more relevant than ever.

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Best Practice:
Putting NPS to Work

By CustomerSat Research & Consulting Services

How can you best put NPS, the popular loyalty index, to work in your enterprise? What's the best way to roll up NPS results across touchpoints, departments and divisions? What are pitfalls to watch out for?

In this article, members of CustomerSat Research & Consulting Services discuss how to use NPS to help improve business processes and drive customer-centric action in your organization.

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SSPA Services Leadership Conference: Sept. 30 - Oct. 2, New Orleans, LA. Enabling Breakthrough Customer Success: Automation, Innovation, Transformation. Learn More

North American Conference on Customer Management: Sept. 30 - Oct. 3, Orlando, FL. The largest, all-encompassing customer management event delivering an unparalleled experience complete with headline speakers, corporate best practices, and new ideas for delighting your customers and driving growth. Learn More

3rd Annual CCSF Customer Care Conference: Nov. 5 - 7, Phoenix, AZ. This conference is designed to meet the multi-disciplinary needs of customer care and service delivery professionals. Learn More

IQPC Customer Loyalty Summit: Nov. 12 - 15, Coral Gabels, FL. This event will explore new, successful strategies for going beyond the customer loyalty program to engage and motivate customers. Receive a 20% discount using registration code: CLSCS Learn More