Customer Satisfaction

A Marketing Call to Action for Call Centers

A Marketing Call to Action for Call Centers

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Companies' contact centers can't compare to their websites when it comes to using data to spread customer satisfaction and generate revenue.

Surveys Rate as a Low Point on the Customer Journey

Surveys Rate as a Low Point on the Customer Journey

Don't let your surveys take your customers for a ride.

Infographic: Horrifying Customer Service Can Be Deadly

Infographic: Horrifying Customer Service Can Be Deadly

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Marketers need to treat their customers, not trick them.

Don't Worry, Be Happy

Don't Worry, Be Happy

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Elizabeth Dunn shares her secrets to keeping customers happy.

Missed (Marketing) Opportunities

Missed (Marketing) Opportunities

What assets are slipping through the cracks in your marketing?

The Other Ultimate Question

The Other Ultimate Question

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Net Promote Score is still hot, but uncovering the truly dissatisfied among detractors is where marketers can turn up the heat on their retention efforts

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Featured Articles

Turning Big Data Into Smart Data

Turning Big Data Into Smart Data

It doesn't matter how much data you have if you don't integrate your data sets, says market researcher Matthias Hartmann.

5 Reasons to Rethink Radio Right Now

5 Reasons to Rethink Radio Right Now

Radio version 2014 delivers an exciting palette of marketing tools to make the medium of sound more effective for direct response advertisers.

Brands Have Lost Control, and It's OK

Brands Have Lost Control, and It's OK

How marketers can navigate the new customer engagement era.