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From my experience, not enough contact centers ask for customer feedback after agent interaction. Why is that? Is it because they are afraid to hear from the customer? Or, is it that they fear [...]

Big Data at work in the airline industry This is a great example of what Big Data can do. And, it is about the airline industry! Airlines promise a return to civility, for a fee NEW YORK (AP) [...]

Why Another Newsletter By: Robert A. Kobek, RRP, President CustomerCountSM Welcome I receive several online newsletters every day from various sources, some of those sources I do business with, [...]

Communities are Relevant By: Robert A. Kobek, RRP, President CustomerCountSM It seems there has been a barrage of information and monetization and promotions surrounding the word “Community.” I [...]

It’s Easy Peasy! By: Robert A. Kobek, RRP, President CustomerCountSM You just joined a new company to lead an initiative that has been struggling for years. Then, the starter’s gun goes off and [...]

The Perils of Loyalty and NPS By: Robert A. Kobek, RRP, President CustomerCountSM If you are not in the business of creating and maintaining loyal customers then you are in the wrong business. [...]

Collecting Customer Data is One Task, Then the Work Really Begins By: Marc E. Carlson CustomerCountSM Business Relationship Manager Organizations collect an immense amount of customer data these [...]

Find Root-Cause of Customer Actions by Asking One More Question By: Marc E. Carlson CustomerCountSM Business Relationship Manager Asking an additional question dependent upon a survey [...]

Trending: It’s Hard to Argue with History By: Marc E. Carlson CustomerCountSM Business Relationship Manager Whether conducting trend analysis on sales, social media, stock price, or the business [...]

Target Key Accounts with Surveys By: Marc E. Carlson CustomerCountSM Business Relationship Manager It is one thing to hear from contacts at key accounts that your organization is satisfying their [...]