Media and Analyst Coverage
You may view our news articles online by clicking on the item or "View." To download these articles, simply click on the "Download PDF" links below.
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Forrester Research, Inc. Customer Experience Maturity Defined »To excel at customer experience, organizations must routinely perform the practices required to design, implement, and manage customer experience in a disciplined way. |
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Forrester Research, Inc. Why You Need A Digital Customer Experience Strategy »Companies say that digital touchpoints are critical to their customer experience efforts but they struggle to deliver while users' demands widen across an expanding array of digital touchpoints. |
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1to1Media Why High Satisfaction Scores May Actually Spell "Danger" for Your Company »Many companies find a comfortably high percentage of satisfied customers when they poll them. But it's not enough because satisfied customers aren't usually loyal ones. |
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Quirks Marketing Research Review Take Control of Your Customer Touchpoints »When it comes to understanding, measuring and improving customer experience, there's one word that's been growing in awareness among executives and practitioners responsible for better understanding prospects and customers—and leveraging this understanding to better compete. |
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Forrester Research, Inc. Market Overview: Enterprise Customer Experience Transformation Consultants »Forrester’s research shows transforming to customer-centric company takes years and given the magnitude of such change, customer experience leaders need help. |
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American Executive Controlling Touchpoints »Branding Expert Michael Hinshaw says most companies are not paying enough attention to the customer experience. |
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SMM Customers 2015: Will You Be Ready? »Evaluate how your brand touches, influences, and serves customers by identifying, measuring, and understanding the critical touchpoints that drive desired customer experiences and business results. |
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ABA Bank Marketing Measuring Customer Loyalty As Well As Satisfaction »Perhaps you have noticed this phenomenon at your bank: Your customer satisfaction surveys tell you that your customers are “satisfied,” yet they continue to defect in large numbers. |
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iMedia Connection Defining Customer Touchpoints »Improving the customer-centricity of your organization isn’t just good business, it’s also good marketing. iMedia Connection |
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iMedia Connection Get in Touch With Touchpoint Paths »Consumers follow touchpoint paths to move from product awareness to purchase. Understanding those paths can help shorten your sales cycle. |
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SmallBiz CRM Customer Touchpoint Management - Find out where your firm stands »Looking For Ways to Improve Sales and Customer Relationships? Find Out Where Your Firm Stands in Today’s Customer Touchpoint Management (CTM) Revolution by Taking the CTM Quiz. |
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Small Business Banking News High Satisfaction Scores Spell Danger »Using satisfaction surveys as a tool, many banks learn how “satisfied” their small business customers are with the relationship, only to find that these measures don’t translate into retention, profit or referral business. |
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Broker Banker Magazine Why Customer Satisfaction Simply Isn't Enough »Many customer-focused mortgage bankers conduct satisfaction surveys to better understand their relationships, with most finding a comfortably high percentage of satisfied customers. |
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Community Banker In Search of the Loyal Customer »“My customers say they’re satisfied—but will they come to me the next time they need a loan, or want to deposit or invest money?” |
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Sales & Marketing Management Gaining the Competitive Edge with a Company-Wide Focus on Customers »In the fall of 2003, a trip to a local Lexus dealership turned out to be an unexpectedly eye-opening experience for one marketing executive at a commercial real estate lender in Dallas. |
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DM News Improving Customer Relationships - Beyond the Buzz »Customers are always a hot topic. But lately the discussions on customer relationships, including retention, satisfaction and loyalty, have intensified. What is the basis for these discussions, and, more importantly, what are leading organizations doing to improve customer relationships? |
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Journal of Financial Services Marketing A Survey of Key Success Factors in Financial Services Marketing and Brand Management »Analysis paper: A survey of key success factors in financial services marketing and brand management. |
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The Business Observer Downturn Strategies »Marketing in hard times can grow your business faster and more effectively than doing so in boom times. |
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Customer Management How CTM Can Improve Your Key Customer Relationships »Hank Brigman reports on what he says is a new way that organisations can interact with their customer to the benefit of all parties – he calls it Customer Touchpoint Management, and yes, it makes for another three letter acronym. |