In this post Rob Brickle asks: Customer Engagement – can you measure the ROI?


Thursday 25th September 2014

While most executives would agree that improving customer engagement is a good thing; finding the evidence to benchmark your own company’s spending on it is difficult.  Perhaps for some that is why it is not always seen as a...


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Practising what we preach - the results of the latest Bsquared Customer Review process (CRp®)


Wednesday 9th July 2014

One of the most important sources of business intelligence is your own customers.  At Bsquared we want to understand the challenges we face and how we can best support our clients - we use the Customer Review process (CRp®) to do this.

...


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Are you getting the full picture? Nigel Bagley looks at what is needed to create long term sustainable customer loyalty


Monday 23rd June 2014

Satisfaction now - but what about the future?

Customer satisfaction has become the most widely used metric for companies trying to satisfy and retain customers with the ultimate goal of improving customer loyalty and retention.

There are many...


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In his latest blog, Rob Brickle asks: What is the lifetime value of a client and what is their contribution to your business?


Friday 30th May 2014

A two part question and one which a lot of organisations find surprisingly hard to answer.

Sure, an accountant can look back historically and quote revenue, a sales person can quote sales figures.

But is that as far as it goes?  What about...


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Bsquared wins 5-year contract to deliver customer satisfaction improvement programme to Airbus Group


Friday 11th April 2014

Bsquared, customer loyalty management experts, has been appointed to run the customer satisfaction improvement programme in Airbus Customer Services.

The five-year Customer Satisfaction Improvement Programme started in March 2014 and will measure...


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Improving your customer satisfaction – where is the proof that it pays?


Monday 10th March 2014

Rob Brickle asks: Do people really think in terms of driving bottom line profitability when engaging in CX activity?

While many companies know the importance of improving their customer satisfaction and loyalty, focus on this area is often driven...


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Successful organisations have the customer at the heart of business strategy - Nigel Bagley looks at IBM's latest Global C-suite Survey


Thursday 12th December 2013

We read with interest IBM’s latest Global C-suite Study. Interviews with over 4,000 top executives covering more than 20 industries in 70 countries gives a unique insight into the thoughts and ambitions of CEOs, CMOs, CIOs and CFOs.

The...


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